Region of Waterloo

Service Review

Final Report – Appendix B

August 28, 2015 Disclaimer

This report is based on information and documentation that was made available to KPMG at the date of this report. KPMG has not audited nor otherwise attempted to independently verify the information provided unless otherwise indicated. Should additional information be provided to KPMG after the issuance of this report, KPMG reserves the right (but will be under no obligation) to review this information and adjust its comments accordingly. Pursuant to the terms of our engagement, it is understood and agreed that all decisions in connection with the implementation of advice and recommendations as provided by KPMG during the course of this engagement shall be the responsibility of, and made by, the Region of Waterloo. KPMG has not and will not perform management functions or make management decisions for the Region of Waterloo. This report includes or makes reference to future oriented financial information. Readers are cautioned that since these financial projections are based on assumptions regarding future events, actual results will vary from the information presented even if the hypotheses occur, and the variations may be material. Comments in this report are not intended, nor should they be interpreted, to be legal advice or opinion. KPMG has no present or contemplated interest in the Region of Waterloo nor are we an insider or associate of the Region of Waterloo or its management team. Accordingly, we believe we are independent of the Region of Waterloo and are acting objectively.

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Service Profiles

Region of Waterloo Service Review

Interim Report

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 2 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Assessment Legend

Service Level: A = Above standard S = At standard • S + : Some service levels are higher • S – : Some service levels are lower B = Below standard Service Level Source Category: L = Legislation or Regulation C= Council Bylaw or Resolution M = Management Directive IS = Institution / Association / Industry / Sector / Benchmark or Recommended “Best Practice” FA = Funding Agreement / Grant Covenant T= Traditional

Service Type: I Internal Facing E External Facing 1. Mandatory 2. Essential 3. Traditional 4. Other Discretionary

Costs: Compensation Includes salaries, benefits and related costs Supplies & Services Items or services purchased Grants and Pmts Grants or Payments from the Region to individuals and external agencies Capital Includes debt payments and current contributions to capital projects Allocations Costs charged to this service by other departments of the Region

Revenues: User Fees Amounts charged to users for use of a service Other Gov Amounts received from other governments to support the service Internal Recoveries Amounts recovered from other services – the opposite of “allocations” Property Taxes The balance of funds included in Regional property taxes

FTEs Refers to the number of staff delivering the service in “Full Time Equivalents”

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Department: Community Services

1. Departmental Management and Support Services 2. Financial Assistance Case Management 3. Employment Services 4. Financial Assistance 5. Social Development 6. Child Care Management 7. Child Care Operations 8. Long Term Care 9. Community Based Care 10.Housing and Homelessness System Management 11.Homelessness Services 12.Waterloo Regional Housing 13.Housing Services

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 4 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Departmental Management & Support Services

Program Service Description

Corporate Community Services plans, administers, and delivers a variety of services designed to remove barriers and Department support residents in the areas of children's services, employment and income support, housing services, Community Services and senior services. The department administers regionally owned housing, as well as provincially and Service Type federally mandated services related to housing and homelessness. It provides direct delivery of early Internal learning services through five children's centres and Home Child Care, while administering a Child Care Budget ($,000s) Subsidy and providing services for children with special needs. The department operates Sunnyside Compensation $1,282 Home, a long-term care facility, and provides specialized care for people with physical and cognitive Rationale For Service Level Assessment & Service Supplies & $239 Type Services needs. Community Services administers Ontario Works and is an approved Employment Ontario • As part of the recent Organization Review process it was Grants & Pmts $137 service provider. identified that there was a need to centralize administrative Capital $16 and other supports in order to meet the goals and satisfy the Allocations $92 criteria/objectives set out in the review process. Total Costs $1,766 Performance • The changes reflect the innovations proposed by staff within the department and position the Department to be nimble User Fees $32 The new departmental structure was officially and responsive to directional changes in the future. launched in November 2014. As such, the Business Other Gov $913 Support Unit is in its early stages of implementation • During the reorganization the Housing division was aligned Int Recoveries $179 and performance measures are currently being with Community Services. This provided for better service established. planning and delivery of all housing and homelessness Property Taxes $642 services within one department. Total $1,766 • Eliminated a division and redistributed staff among Revenues operational divisions to align policy and research with FTEs 11.8 operations.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Business Supports Compensation $941 User Fees S I 8.0 • The Business Supports Unit is focused on: The Business Supports unit coordinates Supplies/Svcs $72 Other Gov $508 • Developing processes that are smooth, lean, and planning and service delivery across the simple, which include: Community Services Department. A key Allocation $63 Int Recovery $126 M • Consistent standards and processes that lead to focus is on quality improvement and Capital $12 Property Tax $591 greater accuracy and efficiency. integration of services across the • Accurate and responsive processes that support department. Grants 137 Service Excellence to clients. Total $1,225 Total $1,225 • Leading and facilitating linkages to staff and resources, resulting in successful Departmental outcomes. Immigration Partnership Compensation $341 User Fees $32 S E 3.8 • The Region is the host of the Immigration Partnership and employs the staff team that supports a community The Immigration Partnership is a Supplies/Svcs $167 Other Gov $405 collective of community partners working council and three steering groups (settle, work, and on: settlement; health; housing; Allocation $29 Int Recovery $53 FA 4 belong). The Immigration Partnership was born of community and social services; extensive community consultation on the need for a coordinative body to improve service coordination and education and language training; Capital $4 Property Tax $51 employer, business, and economic delivery to improve immigration experiences in development; and government systems, Waterloo Region. Community partners adopted a Grants which collaboratively develop and Community Action Plan which addresses service implement strategies to collectively Total $541 Total $541 improvement and alignment of settlement and facilitate system improvements for the mainstream service organizations, as well as business successful settlement and integration of and government, in a wide range of areas. Through immigrants and refugees in the Waterloo the Immigration Partnership, Regional staff are able to Region. Over 100 organizations and connect with settlement organizations, mainstream community members are engaged in the organizations, and businesses around a host of issues Partnership. with a view to improving services to meet the needs of the diverse groups in the Region. In the next 20 years immigration will become an increasingly important factor in regional growth as will the value and importance of the Immigration Partnership.

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Crime Severity Index Program Service Description 100 Public Health & Safety The Waterloo Region Crime Prevention Council (WRCPC) is a community collaborative that 80 Department addresses the root causes of crime through 60 Community Services research, education, community engagement, policy 40 development, advocacy, and locally focused 20 problem solving. WRCPC is an advisory committee 0 Service Type to the Region of Waterloo and consists of over 30 2008 2009 2010 2011 2012 sector representatives including the community, Waterloo Region Peel Halton Niagara Durham York External social services, education, health, justice, police, Rationale For Service Level Assessment & Service and more who, together with a large pool of Type Budget ($,000s) individual and organizational volunteers, advance community safety and well being initiatives for the Compensation $630 Waterloo Region and beyond. The WRCPC was instrumental in starting the National Municipal Network for Crime Prevention (NMNCP). This network received Supplies & $84 funding from Public Safety Canada to expand the number of Services municipalities that engage in social development for community Performance Grants & Pmts $5 safety from the current 16 large urban centers to 32 by 2017. The NMNCP with partner organizations like FCM expands the Capital $8 investment in the prevention of crime beyond Federal and Every four years WRCPC develops a strategic plan that Provincial Governments and local police to include community Allocations $19 aligns with the Regional Council’s strategic plan. An based efforts that have been shown to decrease the risks that outside evaluation of the 2010-2014 Smart on Crime in Total Costs $746 lead to crime, victimization, and fear of crime (key quality of life Waterloo Region plan showed that WRCPC made indicators for municipalities.) Shortly after the Horner significant advances in all four strategic directions: User Fees $56 Commission recommendations were released in 1993, resulting Education and Learning, Research and Inquiry, Strategic in a municipal crime prevention work, the WRCPC has been on Other Gov $0 Leadership for Collaboration, and Organizational Design. the leading edge of these developments. Partly as a result of this Benchmarks for each direction were reviewed twice per Int Recoveries $0 unique long time engagement, comparisons to other year and these reviews were reflected in milestone municipalities who more recently initiated crime prevention updates to the community on the WRCPC's specifically Property Taxes $690 councils have not yet been developed, or are only sporadically dedicated website: www.smartoncrime.ca. Additionally, monitored. However comparisons in per capita spending, Total $746 unanticipated interventions in response to community community return on this investment through in-kind engagement, Revenues situations form a significant part of WRCPC's work and and impact on community safety are increasingly receiving are either reviewed directly by the WRCPC in partnership attention from all orders of government, partly as a result of the FTEs 6.5 with the community or included in the WRCPC's monthly rising police costs. The WRCPC provides a strong infrastructure consent agenda. for the likely future demands on local communities in this matter. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 7 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Financial Assistance Case Management

Program Service Description

Social Support On behalf of the Province, provide assistance to eligible individuals and households, including Department temporary monetary assistance for the provision of basic needs and shelter, specified benefits, and Community Services emergency assistance.

Service Type

External

Budget ($,000s)

Compensation $17,343 Supplies & $547 Performance Rationale For Service Level Assessment & Service Services Type Grants & Pmts $0 OMBI reports social assistance requirements vary Service is Mandatory in accordance with the Ontario Works greatly, with Toronto the highest at 8,067 cases per Act, Regulations and Directives Capital $196 100,000 population and Halton lowest at only 1,016. Staff involvement in training for the new Social Assistance Allocations $1,137 RoW is very "average". The rate declined to 4,457 in 2013 (average 4,769) with cases lasting an average of Technology (SAMS) and ongoing problems since the new Total Costs $19,223 14.0 months (average is 14.9). Administration costs system of the new system has resulted in increased time for are $213.31 per case per month ($228.77 average) to determining applicant eligibility. Our service to ongoing clients User Fees $0 provide assistance of $699.96 per case (exactly the has been compromised as we have had to redeploy staff to Other Gov $9,591 average). Determining eligibility of new cases took 7.6 intake and ensure correct financial entitlement. days, above the average of 7.0 days. Int Recoveries $0 Staff provide desk side services to applicants, review potential eligibility, approve financial support and review applicant Property Taxes $9,632 activity. Total Revenues $19,223 Reduction of manufacturing and employment opportunities in the community, and more clients with multiple employment FTEs 184.6 barriers, has increased the length of time that clients are on social assistance. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 8 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Financial Assistance Case Management

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source

Client Intake and Financial Compensation $3,129 User Fees $0 S- E 34.0 • Responsible for applicants who apply via telephone or online for Ontario works, temporary care, or Assistance Eligibility Supplies/Svs $26 Other Gov $1,580 Enhanced Intake unit implemented June emergency assistance. If the client is deemed to 2013. Core responsibilities are telephone Allocation $5 Int Recovery $0 L 1 have initial eligibility an in office verification screenings of applicants; online interview is scheduled with the applicant. If all Capital $0 Property Tax $1,580 uploading; individual, in person eligibility verification requirements are met, financial verification appointments; individual, in Grants $0 assistance is granted, predominately by direct bank person emergency assistance verification deposit. Some granting delays occur when appointments; and determining eligibility Total $3,160 Total $3,160 applicants do not have the required verification for discretionary benefits issuance to documentation or are slow in submitting their ODSP, OW and low income residents. information. Interviews are conducted in an open office environment. Staff rotate between • Implemented new enhanced Intake Service Team, core responsibilities as scheduled. which redeployed caseworker positions to Intake Assessment Coordinators, as a component of structuring within Employment and Income Support Division. • Implementation of Social Assistance Management System (SAMS), the new provincially mandated computer system, has significantly compromised client service levels, and requires much more staff effort to process applications and changes. • Interviewing applicants within 4 business days is the Provincial requirement, with decisions on client eligibility within the 7 day OMBI average. • As of November 2014 the service is not able to meet provincial expectations as staff continue to be significantly challenged by SAMS technology issues.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source

Case Management Compensation $12,644 User Fees $0 S E 134.6 • Income Support Caseworkers, Sr. Caseworkers, Provides individualized case Supplies/Svs $464 Other Gov $7,196 Students, Sr. Caseworker/Hostels, Family Support, management for ongoing clients. Caseworkers, and the Enhanced Verification Allocation $1,129 Int Recovery $0 L 1 Process ensures ongoing case management, Capital $196 Property Tax $7,237 accurate entitlement approval of additional benefits, and referrals to community partners. The client is Grants $0 assigned a permanent caseworker based on their Total $14,433 Total $14,433 service needs. The level of contact is variable depending on need and participation agreement requirements. A benefit unit is a person, who receives financial assistance and benefits for themselves and if applicable for other family members. The 15% overdue participation agreements is an internal performance measure. Caseworkers strive to have no more then 15% of participation agreements that are overdue, i.e. Minimum update every three months, Family Support Caseworkers strive to have first appointments with clients referred within 45 days; the Provincial standard is 90 days. The Income Support Caseworkers’ average caseload is 140 benefit units. Internal performance measures and Income Support caseworkers maintain 15% overdue client participant agreements and the Provincial standard of 90 days for Family Support Caseworkers from time of referral to first appointment (internal target is 45 days).

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Interpretation and Translation Compensation $0 User Fees $0 S E 0 • Contracted with K-W Multicultural Centre and Services Supplies/Svcs $2 Other Govs $1 Cambridge Y. Interpreter and translation services are Allocation $0 Int Recovery $0 provided to applicants/participants to IS 3 assist them in accessing our service, at Capital $0 Property Tax $1 no cost to the individuals. Grants $0

Total $2 Total $2

Quality Assurance Compensation $1,570 User Fees $0 S I 16.0 • Eligibility Review staff who investigate fraud allegations/complaints. If participant receives Dedicated unit including key functions of Supplies/Svcs $55 Other Govs $814 excess financial entitlement (most often by not policy development; training; internal claiming income, earnings, or other non-exempted review; case presenting officer; Allocation $3 Int Recovery $0 L money), a determination is made to have an enhanced verification process; and overpayment applied or formal fraud charges laid. evaluation. Capital $0 Property Tax $814 Grants $0 • Special Services/Quality Assurance Sr. Caseworker Eligibility – specialized caseworker Total $1,628 Total $1,628 assignments. The 2014 internal performance measure for complete eligibility reviews was 355.

• Quality Assurance Facilitators have focused training on SAMS and Supportive Approaches through Innovative Learning.

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Program Service Description FIR Comparison Social Support Provides a range of internally operated employment services and services and also partner contracts with Department the community agencies to improve employment outcomes Community Services The ROW has a contract with Employment Ontario to provide employment services to the community. It also Service Type has an obligation under Ontario Works to provide employment services to social assistance recipients. External The delivery of these two requirements is combined.

Budget ($,000s)

Compensation $5,832 Performance Supplies & $3,167 Rationale For Service Level Assessment & Service Services Type Performance indicators used include satisfaction with Grants & Pmts $0 Employment Programming feedback, Computer usage • Services are external, and required by the province under Ontario Works legislation, or provided pursuant to the Capital $25 in Employment Resource Areas, ongoing participation input, feedback evaluation, and targets set by funding agreement with Employment Ontario. Allocations $295 Employment Ontario. • Service levels are consistent with those required in the There were 35,000 recorded computer users in the 3 Total Costs $9,319 regulations and/or funding agreement Employment Resource Centres in 2014. They received User Fees $0 an average rating of 4.4 out of 5 satisfaction with the • Service facilitation, Experience Matters, Job Development, employment services in 2014. Other Gov $8,367 Social Work, Individual Support Towards Employment, Employment Ontario has target outcomes per office, Community Placement, Employment Resource Centre, Int Recoveries $0 i.e. 187 X 3 sites, counted on exit from the EO service. Employment Ontario Service Provider This includes clients securing jobs, moving to other Property Taxes $952 training, and research and information services. Total $9,319 Employment outcome measures are required for the Revenues MCSS, which sets annual employment assistance targets. This includes a percentage of caseload with FTEs 65.0 employment income.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Case Management Compensation $1,711 User Fees $0 S E 17.0 • Caseload maximum of 100 to these two targeted groups Dedicated staff (Employment Supplies/Svcs $766 Other Govs $2,542 Counsellors) provide case • Intensive Case Management and Counselling management to clients who fit long Allocations $271 Int Recovery $0 L/FA 1 more frequent client contact and supports. term criteria (been on Ontario Works Capital $24 Property Tax $230 for 24 months) and youth under age Grants 25 Total $2,772 Total $2,772

Training & Skills Development Compensation $2,542 User Fees $0 S E 28.0 • Internal programming and partnering/contracting with the community Design, manage, and deliver a range Supplies/Svcs $1,477 Other Govs $3,747 of skills training, employment • Offered in group programming format and Alloc $13 Int Recovery $0 L/FA 1 preparation, work experience, and job individual sessions search initiatives. Capital $0 Property Tax 285 • Planning For Employment, Toward Employment, Grants $0 Experience Matters, Creating Opportunities, Community Placement, Individual Support Total $4,032 Total $4,032 Towards Employment, Job Search, Social Work, Employment Resource Centre services and assistance, and resume preparation • Community Placement worked with 681 participants January 2013-June 2014. • Internal Employment service are: Creating Opportunities, Planning for Employment, Towards Employment, Tools and Techniques and Experience Matters. Total for 2014 = 930 • Employment Ontario April 1 – December 2014 = 174 secured employment and 33 wend for further training.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Job Development Compensation $997 User Fees $0 S E 11.0 • Identify employment opportunities in the community. Market to businesses and employers Supplies/Svcs $870 Other Govs $1,492 in order to link residents to job • Provided as requirement of Employment Ontario opportunities based on their skills and Allocation $9 Int Recovery $0 L/FA 1 contract. abilities. Capital $0 Property Tax $384 • Also used for Ontario Works participants who complete Internal Employment Groups, Grants $0 Experience Matters, and Community Placement. Total $1,876 Total $1,876

Employment Centres Compensation $581 User Fees $0 S E 9.0 • 3 Employment Resource Centres, 99 Regina St. S, 150 Main St. Cambridge, and 235 King St. E. Provide computer access, fax, Supplies/Svcs $55 Other Govs $586 photocopying, job postings board, Kitchener. Allocation $3 Int Recovery $0 M/FA 3 telephone/voice mail box, and access • 4 Rural Outreach Sites: Family Counselling Centre to staff support for employment Capital $0 Property Tax $53 of Cambridge and North Dumfries, Community search activities to social assistance Support Services in Ayr, Wilmot Family Resource Grants $0 clients and the public. Centre in New Hamburg, Woolwich Community Total $639 Total $639 Services in Elmira, and Wellesley Township Community Health Centre in Wellesley.

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Program Service Description $450 100% $400 FIRFIR Comparison Comparison Social Support Provides funding for allowances provided to Ontario Works recipients, as well as benefits such as assistive $350 80% Department devices, mobility aids, medical supplies, eviction $300 60% prevention, specialized footwear, hospital beds, $250 Community Services medical transportation, glasses, dental services, $200 40% funerals, food hamper, interpreter services, and other $150 Service Type necessary items to the citizens of Region $100 20% External $50 $- 0% Budget ($,000s) Waterloo York Peel Niagara Halton Durham Gen Assist/Cap Net Gen Ass/Cap % Net Gen Ass Compensation $0 Supplies & $0 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $78,793 The differences in per capita expenditure levels largely relates to differences in community need, as most • Discretionary Benefits are shown as “Above” standard, as Capital $0 payments are set by the province, related to the client they are not legislatively required, however demand circumstances. In the chart top right, Durham’s Allocations $0 exceeds provincial funding and various limits have been recoveries from the province are not shown as they do established to contain expenditures. Total Costs $78,793 not report in the same way as other regions. • RoW provides $2m funding in excess of that required by the User Fees $2,615 Most regions provide some discretionary benefits. Provincial funding formula Other Gov $67,655 Int Recoveries $2,175

Property Taxes $6,348 Total $78,793 Revenues

FTEs 0.0

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Sub-Services

Service Service FTEs Costs ($000’s) Revenues ($000’s) Level & Type Notes Subservice Name & Description Source

Ontario Works Allowances Compensation $0 User Fees $2,615 S E 0 • Provides financial assistance, including emergency assistance to residents of the Region Provide mandatory allowances to Supplies/Svcs $0 Other Govs $62,949 participants on Ontario Works by EIS staff Allocation $0 Int Recovery $1,638 L 1 • Benefits also provided under Transitional Child Capital $0 Property Tax $4,143 Benefit

Grants & Pmts $71,345 • Provincially legislated amounts and criteria, issued to client via SAMS technology Total $71,345 Total $71,345 • Internal recovery represents transfer from Tax Stabilization Reserve Fund, and hence is the equivalent of property tax support

Mandatory Health Related Compensation $0 User Fees $0 S E 0 • Mandatory benefits issued as per legislated Benefits Supplies/Svcs $0 Other Govs $1,951 amount by EIS staff Provide mandatory benefits for • Provincially legislated amounts and criteria, Allocation $0 Int Recovery $50 L 1 participants on OW to assist with issued to client via SAMS technology health related benefits as directed by Capital $0 Property Tax $134 • Internal recovery represents transfer from Tax OW Grants $2,135 Stabilization Reserve Fund • Mandatory benefits: dental care for dependent Total $2,135 Total $2,135 children, diabetic supplies, extended employment health benefit, full time employment benefit, guide dog allowance, medical transportation, other employment assistance activities, vision care for dependent children and up front child care

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Sub-Services

Service Service FTEs Costs ($000’s) Revenues ($000’s) Level & Type Notes Subservice Name & Description Source

Discretionary Benefits Compensation $0 User Fees $0 A E 0 • Discretionary Benefits funding is provided with staff input and community consultation on the Provide discretionary health and non- Supplies/Svcs $0 Other Govs $2,755 health related benefits to Ontario key, or prioritized benefits and amounts. Allocation $5,313 Int Recovery $485 M 3 Works, Ontario Disability Support • Some areas capped, deductible applies. Direct Program and Low Income individuals Capital $0 Property Tax $2,073 payments to vendor, landlord is prescribed. residing independently in the Region Grants $5,313 • Council approved funding above Provincial allocation Total $5,313 Total $5,313 • In recovery represents transfer from Tax Stabilization Reserve Fund. • Includes $500,000 from CHPI • Discretionary Benefits: Dental for adults, dentures, food hampers, bus tickets, eviction prevention, late payments and connections, interpreter services, mobility aid and orthotics, hearing aids, funerals, vision care for adults

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Program Service Description Social Development services are unique services which Social Support Community Services is responsible for the design, are not offered in other municipalities in Ontario. As a implementation, administration and support of a results no benchmark exists. Department variety of place-based social development services within communities and neighbourhoods throughout Community Services Waterloo Region, with a specific focus on supporting individuals and families who are living with low Service Type income. External

Budget ($,000s)

Compensation $0 Supplies & $0 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $2,225 Counselling Collaborative was a recent recipient of the Ontario Municipal Social Services Association's • 12.2% of children in Waterloo Region live in poverty. Capital $0 (OMSSA) Local Municipal Champion Award (June 2012). This award is in recognition of best practices • Optimal developmental health outcomes for children are Allocations $0 and peer-recognized outstanding contributions to strongly influenced by the social determinants of health. Total Costs $2,225 human services. Social Development services are aimed at addressing the social determinants of health and increasing positive User Fees $0 outcomes for children. Other Gov $0 • Individuals who live in poverty experience many Int Recoveries $0 psychosocial stressors. Research has demonstrated that counselling is effective in helping individuals and families to Property Taxes $2,225 address personal issues. Counselling allows people to Total $2,225 develop social networks and meaningful inclusion in Revenues community, for example, engagement in the work force or connections to volunteer roles in the community, and to FTEs 0 increased coping skills while decreasing the need for more intensive and costly services. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 18 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Social Development

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Community Outreach Compensation $0 User Fees $0 S E 0 • The Community Outreach service is a community partnership where the Region funds 14 agencies Community Outreach is a Supplies/Svcs $0 Other Govs $0 who employ 26 Family Outreach Workers at 32 community based servicecreated to sites across the Region. The Family Outreach Allocation $0 Int Recovery $0 T 2 prevent and reduce child poverty in Workers meet with families who have children the Waterloo Region. The goal is to Capital $0 Property Tax $1,497 under the age of 18 and are living with low incomes assist children and families Grants $1,497 • Financial Supports/grants are provided in the areas experiencing low income in of food, recreation for children, transportation, accessing the services they need in Total $1,497 Total $1,497 employment, and education. their own communities. • Indicators of effectiveness include: Family Outreach Workers link families to community-based resources; An outcome evaluation is currently is progress Counselling Collaborative Compensation $0 User Fees $0 S E 0 • In January 1996, MCSS withdrew its cost share contribution to counselling and the Region made The Region provides funding to Supplies/Svcs $0 Other Govs $0 the decision to begin municipally funded grants to seven community counselling Allocation $0 In Recovery $0 IS 3 counselling agencies for people receiving Ontario agencies to deliver counselling Works (OW) and Ontario Disabilities Support services to individuals who are on Capital $0 Property Tax $497 Program (ODSP) Ontario Works and ODSP. The Grants $497 • A counselling grants review took place in 2008 and costs of the counselling service are 2009. This process informed a case for change and Total $497 Total $497 shared 50/50 by the Region and the instigated the development of the Counselling counselling agencies. Collaborative service. The Counselling agencies work together, with Regional Staff, to develop a funding formula, eligibility criteria, service parameters, shared data, and evaluation and communication activities • In 2013, 3,353 families and 7,151 children were supported through Community Outreach

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Grants to Organizations Compensation $0 User Fees $0 S E 0 • Grant recipients must be a not for profit organization, provide a significant benefit to the The Region recognizes the Supplies/Svcs $0 Other Govs $0 contribution of community Region and meet an identified and quantifiable organizations to the quality of life Allocation $0 Int Recovery $0 T 3 need in the community as determined by Regional Council. Grants were provided to 16 enjoyed in the Region and provides Capital $0 Property Tax $231 grants under its Policy on Grants to community organizations in 2014. Regional Community Organizations. Eligible Grants $231 grants assist the community organizations in delivering services across the Region. organizations must meet specific Total $231 Total $231 criteria outlined in the Region's Policy and submit an application for funding which is subject to Regional Council approval.

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Program Service Description

Social Support As the designated child care service system manager, responsibility falls to the Region for planning and Department managing early years services at the local level. Early years services are managed through a service Community Services planning process that reflects current child care legislation, regulations and directives. Service Type

External

Budget ($,000s)

Compensation $3,097 Performance Rationale For Service Level Assessment & Service Supplies & $127 OMBI reports regulated child care spaces less than Type Services average (132 per 1,000 children under 12 verses an • Provincial direction with the introduction of Bill 10 would Grants & Pmts $25,217 average of 175). The gap is closer for subsidized spaces (27.7 vs. 31.5 on average), but spending per indicate a move towards greater oversight and regulatory Capital $24 child in the Region is still lower than average ($511 vs. requirements for child care. This means in the coming year $625) in over all spending for licensed child care. some of the unregulated informal care currently being Allocations $197 Waterloo pays 25% of child care costs, while York, accessed by families will be transitioned to the regulated Total Costs $28,662 Peel and Niagara only pay 18% to 21%. system, this will place increased pressure on the CMSM to Annual service targets are established through a fund and monitor compliance. User Fees $334 service agreement with Ministry of Education (MEDU) • Start up and capital funding for new child care is non Other Gov $26,085 status is reported 3 times in the calendar year . Service targets have been consistently met or existent and currently presents a barrier for expansion of Int Recoveries $0 exceeded for the past five years. the system. ELCC profile information sheets provides details on Property Taxes $2,243 • Provincial framework Ontario Early Years Policy Framework current licensed spaces, population and service identifies key areas of focus from Provincial perspective. Total Revenues $28,662 demands at neighbourhood levels. Child Well Being Dashboard provides additional • Provincial audits alternating years reviews funding FTEs 33.4 information on key indicators/outcomes for children allocations and oversight practices regarding administration related to developmental health such as; literacy, of all funding. social cohesion. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 21 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Child Care Management

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Child Care and Early Years Compensation $243 User Fees $201 S E 0.6 • As required as part of Provincial service agreement, the Region produces a multi-year service plan. The Planning Supplies/Svcs $21 Other Govs $68 service plan for 2011-2015 will be updated this year. Management of the child care Allocation $5 Int Recovery $0 The service plan identifies key areas of focus, using system including the development L 1 a framework that focuses on 8 key elements of a and implementation of a child care Capital $0 Property Tax $0 high quality early learning and care system. A multi- service plan. Local service plans are Grants $0 year service plan is more efficient and effective when based on local community needs, guiding a complex system. following a planning process that Total $269 Total $269 engages providers across service • New funding approach developed and implemented sectors. in 2015 which provides base operating and incentive grants to operators ensuring equity in distribution of annual operating funding and greater levels of accountability. • Various funding envelopes helps to provide stability to existing child care services and offset some of the impact of FDK and before and after school services. The ELCC system continues to struggle financially due to loss of 4-7 yr. olds. • Broader based Early Years planning with the community has been separated from the ELCC service plan through the formation of the Children's Planning Table, which is working on an integrated approach to service planning across the whole early years service sector. Funding to support this work has been provided through a series of Provincial and philanthropic grants.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Regulatory Compliance Compensation $1,011 User Fees $133 S E 9.6 • Responsible for the establishment and Consolidated Municipal Service implementation of policy and best practices to Manager for all licensed early Supplies/Svcs $61 Other Govs $796 ensure integrity in the distribution and use of public learning and child care services in funds. Completes random audits/file reviews of Waterloo Region ensures operators financial records to ensure funds are used compliance and integrity in the use Allocation $130 Int Recovery $0 L/C 1 for purposes intended. • As the CMSM service agreements exist with every of funding flowed to each operator. Capital $7 Property Tax $280 Service agreements outline licensed ELCC operator. All operators receive some requirements as a condition of Grants $0 level of funding and at minimum would be subject to an annual file review. funding. Working collaboratively Total $1,209 Total $1,209 with the Ministry of Education • Operators are required to submit annual statements Quality Assurance and Licensing to reconcile funds used. Operators receiving more unit regarding regulatory than $100,000 must submit an audited financial compliance. statement. • Service agreement s specify appropriate use of funding, establish service targets if appropriate and provide a service description for every operator in receipt of funding. • Bill 10 will increase CMSM oversight in future on planning and development.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Funding Administration Compensation $175 User Fees $0 S E 2.0 • Develops and implements policy, practice and Funding of local agencies to provide oversight in the delivery of a variety of different licensed early learning and child Supplies/Svcs $0 Other Govs $21,325 funding envelopes to operators and agencies. care services (centres and • Operates under the Ontario Child Care Management caregivers) as well as support Guidelines for distribution of funding from various services for children with special Allocation $0 Int $0 L 1 funding envelopes needs. Recovery Distribution of base operating • New approach to distribution of base operating funding, wage enhancement Capital $0 Property $279 funding established for 2015 which will allow for funding, repairs and maintenance, Tax better forecasting of funding pressures. special needs resource funding, Grants $21,429 • New Provincial Wage Enhancement initiative to be major and minor capital, and administered effective January 2015 professional resource funding. Total $21,604 Total $21,604 • Provides funding for a centralized waitlist/registration system for all licensed ELCC services which benefits ELCC services • Centralized source for training and development services for all ELCC services ensures consistency in delivery of evidenced based professional development and ensures all ELCC services have access to the same level of PD.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Fee Subsidy Administration Compensation $1,576 User Fees $0 S E 18.2 • Families determined eligible for child care fee Determination of eligibility for fee assistance using Provincial income test . Once subsidy for child care using a Supplies/Svcs $29 Other Govs $691 approved, parents receive information about Provincial income test. Purchase of licensed ELCC services available to them. Parents service on behalf of subsidy eligible register their child(ren) at the ELCC service of their families in licensed ELCC settings. Allocation $62 Int Recovery $0 L 1 choice. The subsidy office provides authorization to the ELCC service for provision of care. Capital $17 Property Tax $993 • Through service agreements with all licensed ELCC Grants $0 services families are able to select the child care that is best suited to their needs such as location, Total $1,684 Total $1,684 appropriate age grouping and hours of care required. Parents may be required to pay a portion of the fee. Operators submit monthly invoices which are verified to ensure integrity of the claim. • Loss of the subsidy would be a barrier for families who require care and may result in loss of employment. • Gap between purchase of service rates and market rates continues to grow and creates financial hardship for operators. • Ability to avoid a fee subsidy waiting list benefits families who are able to access child care when they need it and does not cause financial hardship for operators.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Special Needs Resourcing Compensation $92 User Fees $0 S E 1.0 • Contracted services with three agency support As CMSM the Region is required to services are provided to all licensed child care provide special needs support Supplies/Svcs $0 Other Govs $3,532 services in the RoW. In 2013-2014, a new services to ensure inclusion of collaborative model was implemented, which children with special needs in provides greater efficiencies and consistency in licensed ELCC services. Allocation $0 Int Recovery $0 L 1 service delivery by moving from 7 agencies to 3 Services are contracted through agencies and aligning key functions/services under Capital $0 Property Tax $691 service agreements with three the 3 unique agencies. Levels of service and service agencies who receive funding Grants $4,131 targets are defined in annual service agreements annually to provide; Resource with the three agencies. Total $4,223 Total $4,223 consultation, enhanced classroom • A centralized point of access (SNAP) is housed at support, assessment, short term the Region of Waterloo which is the entry point for all therapy and early intervention requests for support from parents and ELCC services directly in the licensed operators. The SNAP also provides a venue to ELCC setting. monitor service demands and support planning. • Child care fee subsidy also available to eligible families as outlined in the fee subsidy service description. • 1,700 service units provided annually to approximately 700 children. • Using a collaborative approach the RoW works with the three agencies to establish annual work plans, joint training activities and effective service delivery strategies.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Quality Initiatives/Capacity Compensation $175 User Fees $0 S+ E 2.0 • Raising the Bar on Quality is a peer accreditation Building model that all ELCC services, SNR agencies are required to participate in. Ensures the development and Supplies/Svcs $16 Other Govs $473 delivery of quality ELCC services • Each ELCC service completes required activities and services, which align with that relate to supporting quality practices Provincial direction. Provides annual Allocation $0 Int Recovery $0 FA 4 • Services submit profile binders which provide funding for service quality . Capital $0 Property Tax $0 documentation that demonstrates they are achieving In addition Provincial funding is also the key activities required for accreditation. The Grants $282 $0 provided for capacity building Profile binders are reviewed by two panels of peers related to professional development Total $473 Total $473 who confirm the information or dispute it. New and implementation of Provincial services are supported by staff to complete the pedagogy for ELCC. requirements and work towards increased status. • Centralized training and professional development is delivered for the ELCC community through the ECE Professional Resource Centre housed at Conestoga College. A service agreement with the PRC outlines an annual plan of action and anticipated levels of training and professional development that will be provided. Centralized training ensures standards, topics and evidence based practice are the focus & cost efficiency. Training is available for all ELCC services and SNR agencies. • Statistics on total membership, attendance and topics is tracked by the PRC.

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Program Service Description FIR Comparison Social Support Direct delivery of early learning and child care services through five Children’s Centres and a Home Child Department Care service. The five Children’s Centres are located in Cambridge, Kitchener, and Elmira. Community Services

Service Type

External

Budget ($,000s)

Compensation $7,193 Supplies & $8,738 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 Both service areas participate and achieve "gold" level status in the Raising The Bar community accreditation • Operation of child care centres by the Region directly is a Capital $458 process. The HighScope accreditation process traditional municipal service. involves rigorous review, conducted by external Allocations $513 consultants who ensure services meet standards • The quality of care is considered higher than that in Total Costs $16,902 required for this evidence based approach to early unlicensed child care, and higher than that provided in most childhood education. The centres are the only licenced centres, given the Raising the Bar and HighScope User Fees $1,196 municipally operated HighScope services in Canada. ratings. Other Gov $10,074 Gold level standings for 11 years in the annual Raising • Daily per diems are within the range of other market rates in the Bar Quality Initiative in the community Int Recoveries $0 Home Child Care opened the service to fee paying the community. families in 2014 to generate increased revenues. Daily Property Taxes $5,632 • Centres and Home Child Care are in locations that have a per diems are low in comparison to other HCC high need for child care. Total Revenues $16,902 agencies in Waterloo Region. The five Children's Centres have per diems that are in FTEs 84.9 line with other community operators.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Children Centres Compensation $4,768 User Fees $1,146 A E 56.5 • Provides access for 230 children, 12 months to 5 years Provides high quality early learning of age, to high quality early learning centre based Supplies/Svcs $272 Other Govs $2,568 and child care services in five environments. Centres are located in communities of locations. Uses a specialized Allocation $388 Int Recovery $0 M 3 lower socio-economic status and high child curriculum approach for positive populations. 24% enrollment children with special learning outcomes for children. Capital $430 Property Tax $2,144 needs. Grants $0 • Demonstration sites for the HighScope foundation. • The CMSM directly operating services gives Total $5,858 Total $5,858 understanding and insights into child care operations, which help guide the system and place an obligation to demonstrate leadership in best practices. Each centre has an annual operating budget, which provides for the annual cost of operation. Subsidy eligible children placed at the centre are funded through this operating budget and do not impact on the fee subsidy budget. Revenues from parent fees also make up approximately $1.15M annually. • Annual client satisfaction surveys/evaluation are completed with high satisfaction rating of 4.5-4.8 on a 5 point scale. • Use of the I Care for Kids, I Care for Quality training service with caregivers. • Exceed standards of Day Nurseries Act for example physical space, equipment, daily services. • Developmental monitoring and documentation for each child's developmental progress. • Audit completed to ensure integrity of the funds used and best practices are maintained.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Home Childcare Compensation $2,425 User Fees $50 S+ E 28.4 • HCC provides care in a home based environment through contracted services with up to 425 caregivers Provides home based care through Supplies/Svcs $7,666 Other Govs $6,706 contracted caregivers in their own who provide care in their homes for up to 1400 children homes located throughout Waterloo Allocation $125 Int Recovery $0 M 3 • Home child care is open to fee paying and subsidized families and provides an option for families who may Region. Capital $28 Property Tax $3,488 not want centre based care but want to remain in the Grants $0 regulated system. Regulated HCC provides greater oversight of caregivers. In light of the recent deaths of Total $10,244 Total $10,244 children in unregulated homes, the importance of oversight has been highlighted • HCC fills a unique niche for families who want a home based environment or require non traditional hours of care (i.e. evenings, weekends) • Achieved gold level standing in RTB • Service expanded in 2014 to provide services to fee paying families • Careful screening, oversight, and review of caregivers is provided by caseworkers

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Program Service Description $200 100% Social Support Provision of accommodation and care to older adults FIR Comparison and adults with disabilities in a home-like environment $150 75% Department that meets the Long-Term Care Home Act 2007 and its Regulations. Focus is on placing the needs of the $100 50% Community Services residents at the centre of care, assisting them to age with dignity, in partnership with their families. Service Type Expertise in caring for those with dementia, mental $50 25% health conditions, and end of life care. The Region of External Waterloo operates one home: Sunnyside Home, a $- 0% 263 bed facility that includes long term care (236 Budget ($,000s) Waterloo York Peel Niagara Halton Durham beds), convalescent care (25 beds), and respite care Assistance to Aged/Capita Net Ass Aged/Cap % Net Ass Aged (2 beds). Compensation $20,481 Rationale For Service Level Assessment & Service Type Supplies & $3,300 Performance Services Service is mandatory as legislation requires the municipality to OMBI reports the cost of providing long term care maintain a long term care home. Grants & Pmts $0 increased in 2013 reaching $255 per bed per day, a Service levels are Above standard as spending exceeds Capital $3,024 17% increase over 2011 and above the average of industry norms and programming has been recognized: $233 for municipal homes. Municipal homes receive • Accredited in 2012 with exemplary standing by Allocations $1,878 funding from the province similar to funds provided to Accreditation Canada non-profit and private long term care homes, however, Total Costs $28,683 • Costs include the additional funding for the needs of OMBI notes that many municipalities contribute convalescent care clients User Fees $5,548 additional resources to maintain standards of care that exceed provincial requirements. The home achieves • Current trend is to allow people to stay in their homes Other Gov $14,600 the same 96% satisfaction rate that municipal homes longer and to reduce emergency visits. Convalescent Care and Respite Care help to meet this goal Int Recoveries $18 average, with publically reported performance indicators through Health Quality Ontario (skin and • CIHI reports show an increase in mental health diagnoses, Property Taxes $8,517 wound rates, restraint use, incontinence rates and an increase in the need for assistance with activities of daily Total Revenues $28,683 falls.) living and an increase in behaviours This service consistently has a wait list of more than • Case Mix Index is increasing annually 500 people for Long-Term Care. • Charitable Foundation provides funding for equipment or FTEs 270.1 other purposes not funded by the Ministry or municipality • Using LEAN Methodology to improve efficiencies © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 31 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Long Term Care

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Accommodation Compensation $2,792 User Fees $5,133 A E 38.0 • Resident Home Assistant position is a multi-purpose position providing cleaning, food service support, and Supplies/Svcs $722 Other Govs $2,248 Provision of accommodation and bed making. care to older adults and adults with Allocation $1,878 Int Recovery $18 L 1 disabilities in a home-like • All laundry services are provided in house. Laundry environment that meets the Long- Capital $3,024 Property Tax $1,017 services include personal items and linens. • Annually 974,480 pounds of laundry services. Term Care Homes Act 2007 and its Grants $0 Regulations. • Provide some laundry services for EMS. Total $8,416 Total $8,416 • Quality and Risk Management Committee oversees all reports of risk and develops plans to mitigate risk.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Nursing and Personal Care Compensation $13,798 User Fees $0 A E 176.7 • Focus is on interdisciplinary care in a restorative care model. RAI MDS system in place for assessments, care Under the LTCHA, 2007, medical planning and submissions to CIHI. and nursing care are provided to Supplies/Svcs $604 Other Govs $10,215 Sunnyside Home residents. • Documentation is electronic (PointClickCare, Point of Care, and medication administration). Allocation $0 Int Recovery $0 L 1 • Behaviour Support through Behaviour Support Ontario Capital $0 Property Tax $4,187 (BSO) initiative. The WWLHIN model is to support BSO Grants $0 Teams developing expertise in managing behaviours in each Home. Total $14,402 Total $14,402 • Annually provide placements for more than 200 students providing 1715 service hours (students include pharmacy, medical, PSW, RPN, RN, recreation and others). • Contracted services include pharmacy care, physiotherapy, occupational therapy, respiratory care, dental, and optometry and hearing assessments. • Five Physicians provide care weekly for residents and as needed on an on call system. The Professional Advisory Committee is active. • End of life care is supported through a Palliative Care Team and specially trained volunteers as support.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Nutritional Care Compensation $2,758 User Fees $415 A E 41.9 • Meals are prepared in main kitchen in house. Under the LTCHA, 2007, nutritional Supplies/Svcs $1,521 Other Govs $762 • Decentralized food service model with a main kitchen care is provided to residents and 5 kitchenettes - each kitchenette serves 2 home Allocation $0 Int Recovery $0 L 1 areas – total 10 dining rooms. Capital $0 Property Tax $3,102 • Prepares meals for loaves and fishes (community Grants $0 congregate dining), supportive housing, kw seniors, community Alzheimer service, catering events – café Total $4,279 Total $4,279 services – including resident/café/other 1,000 meals daily. • Café is open to the public. • Full time dietitian provides nutritional care.

Therapy Services Compensation $1,133 User Fees $0 S E 13.5 • Services provided include recreation therapy, music therapy, and restorative care. Under the LTCHA, 2007, therapy Supplies/Svcs $453 Other Govs $1,375 services are provided to residents. • Physiotherapy and Occupational Therapy are provided Allocation $0 Int Recovery $0 L 1 through contract with Achieva Health. Capital $0 Property Tax $211 • Social workers provide admission support and clinical social work. Grants $0 • Volunteers assist with group programming, fundraising Total $1,586 Total $1,586 and one to one activity, totaling 19,491 hours in the past year. • Volunteers also operate a Tuck Shop and Gift Shop. • A full time chaplain provides spiritual and end-of-life care. • An Interdisciplinary Client Safety Committee oversees restraint use reduction, bed entrapment, falls, and other safety issues. • Ethics committee has a standardized method to lead discussions on ethical issues.

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Program Service Description

Social Support Services are geared toward enhancing the dignity, FIR Comparison independence, and wellness of older adults living in Department the community. Services include Community Alzheimer Day services in two locations, Overnight Community Services Respite Stay, Supported Living, Homemakers and Nurses Services, and the Sunnyside Wellness Centre. Service Type Services are caring, collaborative, and highly External connected to the needs of the community.

Budget ($,000s)

Compensation $3,062 Rationale For Service Level Assessment & Service Type Supplies & $1,222 Services Performance Community Based Care services are discretionary, established by the RoW to respond to local needs. Most of The Community Alzheimer Day services, Supportive Grants & Pmts $0 the services are largely funded by other governments, with Housing, and the Overnight Stay service are LHIN Capital $173 funded services that meet a unique need within the small RoW contributions, Waterloo Region. Accountability and performance Allocations $463 The Service levels are above standard as many municipalities objectives are established by the Waterloo Wellington do not provide these services. Total Costs $4,920 Local Health Integration Network (WWLHIN) and is reported three times annually. Service targets are • The current landscape of healthcare requires an efficient User Fees $598 consistently achieved for these services. These and integrated approach to care for seniors that focuses on Other Gov $4,095 services are currently waitlisted. supporting older adults to age at home. Seniors' Services The Homemakers and Nurses service is a cost have modelled what other municipalities have done Int Recoveries $0 recovery service funded by the Ministry of Health and throughout the province by attaching community services to Long Term Care. Performance is monitored by the Property Taxes $227 a LTC Home. This approach supports a continuum of care Ministry and reported annually. This service is to be established and supports a collaborative and Total $4,920 currently waitlisted. integrated approach to healthcare in the community Revenues The Wellness Centre is currently operating at break- even. • The Community services delivered by the Region meet the FTEs 40.5 needs of the most vulnerable and complex older adults.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Homemaker and Nurses Compensation $102 User Fees $0 S+ E 1.0 • Service Coordinator supports a caseload of Services Supplies/Svcs 606 Other Govs 495 approximately 220 clients annually. Provides in-home homemaking Allocation 1 Int Recovery 0 M 4 • Brokered services are provided through contracted services to individuals with limited Capital 1 Property Tax 215 agencies and are assessed annually. financial resources who need support to remain independent in Grants 0 0 • Supports housing stability for vulnerable low income their home. Services may include Total $710 Total $710 adults, families and seniors. light housekeeping, meal planning • Currently 170 people waitlisted for service. and preparation, laundry, and • Partner with Waterloo Regional Homes for Mental Health grocery shopping. to provide specialized supports. • Operates under Homemakers and Nurses Services Act 1990.

Wellness Centre Compensation $0 User Fees $16 S+ E 0 • Achieva Health is contracted to manage and operate the Services include professionally Supplies/Svcs 6 Other Govs 0 Centre. supervised exercise for older adults. Allocation 1 Int Recovery 0 FA 4 • Over 350 community members are served annually The Centre is equipped with state- Capital 0 Property Tax (9) through service delivery or through fitness membership. of-the-art exercise equipment Grants 0 0 • Funded in December 2014 to provide publically funded designed for older adults. Massage Total $7 Total $7 physiotherapy. Therapy, physiotherapy • Centre offers space to partners to provide specialized (government funded physio), dental services such as a geriatric clinic, memory screening hygiene, and memory clinics are clinic, and primary care consultation. available. • The Foundation funded the creation of the Wellness Centre.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Supported Living Compensation $718 User Fees $281 S+ E 10.6 • 32 tenants are supported annually providing 10,950 days Provision of support for people who Supplies/Svcs 111 Other Govs 917 of service to older adults identified as frail, at risk, or with are able to live independently with a Allocation 227 Int Recovery 0 FA 4 complex mental health. 13 units are subleased to small amount of help. All tenants Capital 159 Property Tax 17 Waterloo Regional Homes for Mental Health. receive a service package to meet • All tenants are low income and receive rent subsidy. their specific needs. One meal per Grants 0 day is provided in the dining room. Total $1,215 Total $1,215 • Seniors' Services acts as both the landlord and the This service is in partnership with service provider. Waterloo Regional Homes for • The CCAC assesses for service eligibility and maintains Mental Health. a waitlist. • Current waitlist has approximately 85 people with an expected wait of 3 – 5 years. • Provide night support and recreational programming in partnership with CCAC for neighbours living in community housing. • Participants are assessed using a provincially mandated tool, the RAI-CHA (a community assessment tool). Eligibility criteria for these services tailors service to participants who score as being at risk or very high risk for an adverse event.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Community Alzheimer Compensation $2,242 User Fees $301 S+ E 28.9 • Over 420 community members are served annually through day and respite services, providing over 12,000 Offers a variety of services to meet Supplies/Svcs $499 Other Govs $2,683 units of support. the needs of persons with Allocation $234 Int Recovery $0 FA 4 Alzheimer's disease and other • There are 2 service sites (Kitchener and Cambridge). A forms of dementia and their families. Capital $13 Property Tax $4 third site (Waterloo) has been funded by WWLHIN and is scheduled to open by the Winter of 2015. Includes day services, dinner Grants $0 services, and overnight stay Total $2,988 Total $2,988 • Sole provider of Alzheimer Day Service in Waterloo services. Provides care and Region. Participants are assessed using a provincially therapeutic programming. mandated tool, the RAI-CHA (a community assessment tool). Eligibility criteria for these services tailors service to participants who score as being at risk or very high risk for an adverse event. • Specialized day services are provided for community members with dementia. Staff has expertise in supportive responsive behaviours. • Participants receive a hot meal, recreational programming, and personal support. • CCAC assesses for service eligibility and maintains a waitlist.

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$350 100% Program Service Description OMBI Comparison - Total Social Housing $300 Costs / Capita Social Support Legally mandated role to plan, fund, and coordinate 80% services relating to homelessness and housing. $250 Manage contracts with agencies delivering Department $200 60% homelessness and housing services in order to Community Services maximize performance and minimize risks. Provide $150 40% services to people experiencing or at risk of $100 Service Type homelessness, find them appropriate housing and 20% ensure they receive the required supports to maintain $50 External housing, and ensure there are a range of affordable $- 0% housing options. Waterloo York Peel Niagara Halton Durham Budget ($,000s) Public Housing Non-Profit/Coop Rent Supplement Other Housing Percent Property Tax Performance Compensation $1,737 Rationale For Service Level Assessment & Service OMBI reports that the number of social housing units per Type Supplies & $208 1,000 households is declining as population growth Services continues to exceed new housing production. In the RoW • The Service Manager function for housing and Grants & Pmts $24,600 the rate has fallen from 43 in 2011 (then the average) to homelessness is mandated through provincial legislation just 40 in 2013 (the average was 41). As a result only (Housing Services Act), as is the operation of a central Capital $0 18% of households on the waiting list were housed in waiting list and the continued financial support of social 2013 (22% in 2011). The costs of providing a subsidized housing Allocations $630 unit has remained stable over the three years at about Total Costs $27,175 $5,679, compared to an average of $5,551 in OMBI cities. • The Community Entity role for 100% federal OMBI reports the RoW cost of providing a shelter bed for Homelessness Partnering Strategy funding is a decision User Fees $0 a night is lower ($52) than average ($55), although the made by the community, and the initiatives to create new average is pushed up by very high costs in Toronto, York Other Gov $5,606 and Windsor. However, the RoW has very few shelter social housing are discretionary. Int Recoveries $0 beds (33 per 100,000 population verses 43 on average), • The service level is generally standard, but higher than which contributes to a severe shortage, with average standard in terms of the number of new affordable housing Property Taxes $21,569 occupancy at 120% of the number of beds available, compared with 90% on average. The average stay in units created. Total RoW is longer at 12.7 days than average (11.5), a • Region of Waterloo has a CMHC award winning Affordable Revenues $27,175 problem that is particularly severe amongst families (41.3 Housing Strategy that has helped create more than 2,062 days in RoW vs. an average of 34.8). This suggests FTEs 17.15 permanent housing options are more limited in RoW. affordable housing units since 2001 as of the end of May 2014.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Service System Management Compensation $814 User Fees $0 S E 7.15 • The Housing and Homelessness 10-Year Plan brings together the Region's Community Action Plan for Housing and Homelessness System Supplies/Svcs $94 Other Govs $105 Service Manager role - develop and Housing and the Homelessness to Housing Stability implement a Housing & Allocation $612 Int Recovery $0 L 1 Strategy (2014 – 2024). Homelessness 10-Year Plan and Capital $0 Property Tax $1,416 • The Affordable Housing Strategy is the Region's short- Affordable Housing Strategy, Grants $0 term strategy to set targets to address housing needs collaboratively with community Total $1,520 Total $1,520 for low to moderate income households, which helps partners, to promote housing give direction for any potential funding from senior stability. These initiatives include levels of government and other sources (such as the housing loss prevention and support Investment in Affordable Housing (IAH) funding). to find, establish, and retain • CHPI is 100% provincial funding for emergency housing, as well as maintain and shelters, supportive housing, Lutherwood Housing improve housing options. The Services and Family Shelter Diversion, Discretionary service further delivers the Benefits (Waterloo Region Energy Assistance Program Investment in Affordable Housing – WREAP – and rental arrears). CHPI is a component (IAH), Consolidated Homelessness of the HSA 2011 , informed by the LTAHS, requiring Prevention Initiative (CHPI), Service Managers to create comprehensive 10 year Homelessness Partnering Strategy plans for housing and homelessness, which were (HPS), Waterloo Region Energy approved by Council in 2012. Ending homelessness Assistance Programs (WREAP) on with support through CHPI is now a key component of behalf of federal or provincial the Provinces' Poverty Reduction Strategy. government, administers the Community Review System, and • The 100% federal HPS funds our award winning STEP maintains data collection systems Home service as well as our only Aboriginal specific such as HIFIS. project.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Wait list Management Comp $532 User Fees $0 S E 6.25 • There were 3,287 households on the Community Housing Wait List as of Dec 2013, with 56% of the Manage the Community Housing Supplies/Svcs $108 Other Govs $0 Wait List, assess eligibility applicants looking for one-bedroom units (seniors and according to HSA 2011, Allocation $10 Int Recovery $0 L 1 single/couple non-seniors). The remaining 44% are communicate with housing Capital $0 Property Tax $650 looking for units with two or more bedrooms (families) providers, provide RGI expertise, Grants $0 • The average wait time is shorter for seniors (2+ years) education/training, and manage Total $650 Total $650 and longer for single/couple non-seniors (6+ years), Provincial and local priorities, and with families waiting an average of 3+ years set policies and procedures. • 649 households on the Wait List were housed in 2013; 162 of these were Special Priority(SPP), with another 149 housed under local priorities. (primarily Urgent Status – Homelessness). The number housed has steadily declined over the years, due to lower turnover rates

Housing Administration Comp $391 User Fees $0 S+ E 3.75 • Administration of transferred Community Housing is Oversee activities of Non-Profit / Supplies/Svcs $6 Other Govs $5,501 legislated as part of maintaining Service Level Standards. In Waterloo Region, our SLS is 5882 Rent- Co-operative Community Housing Allocation $8 Int Recovery $0 L 1 / 4 Providers, provide subsidies, ensure Geared-to-Income (RGI) units (includes 656 Rent compliance with the Housing Capital $0 Property Tax $19,504 Supplement and Federal subsidized units). • However the administration of AHS new supply is a Services Act, and administer Grants $24,600 Affordable Housing Strategy new result of Council decisions to help create new rental Total $25,005 Total $25,005 supply agreements. housing, which needs to have ongoing administration/monitoring, as per 20 year agreements. The AHS added 343 Rent Supplement (RGI) units to our original RGI units so we now exceed SLS. • 4,621 units, 46 NP/Co-ops (2013) with 2,668 RGI units, plus 2,558 Waterloo Region Housing RGI units (prior to merging the 132 previous ROWCHI and adding 32 AHP units) © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 41 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Homelessness

Program Service Description

Social Support Services are delivered through community agencies directly to individuals and families who are Department experiencing and/or at risk of homelessness through prevention and outreach services, emergency shelter Community Services options and supportive housing.

Service Type

External

Budget ($,000s)

Compensation $757 Supplies & Rationale For Service Level Assessment & Service Services $131 Performance Type Grants & Pmts $11,174 In the 2011-2013 Progress report released in • The Service Manager function for homelessness is mandated November 2013, 90% of the 40 action areas had through provincial legislation (Housing Services Act). Capital $0 significant or moderate progress, and the target to • CHPI is a component of the HSA 2011, informed by the Allocations $22 support 500 people experiencing persistent LTAHS, requiring Service Managers to create comprehensive homelessness transition to permanent housing by the Total Costs $12,084 10 year plans for housing and homelessness, which were end of 2013 was exceeded. approved by Council in 2012. Ending homelessness with User Fees $0 support through CHPI is now a key component of the Provinces' Poverty Reduction Strategy. Other Gov $10,280 • The Homelessness to Housing Stability Strategy provides the Int Recoveries $0 Policy Framework and Action Framework for ending Property Taxes $1,804 homelessness. The Strategy was updated in 2012, and includes 40 action areas and over 200 activities, as well as a Total target to support 500 people experiencing persistent Revenues $12,085 homelessness to permanent housing by the end of 2013. FTEs 7.10 • The Strategy forms part of the Region's 10-year Housing and Homelessness Plan. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 42 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Homelessness Services

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Emergency Shelter Compensation $197 User Fees $0 S E 2.00 • Region of Waterloo has been focusing on creating housing options for those experiencing chronic Fund short-term housing provided Supplies/Svcs $40 Other Govs $4,581 by community agencies for those homelessness and had a robust Out of the Cold service experiencing homelessness Allocation $5 Int Recovery $0 FA 1 in 2013, resulting in a reduced reliance on shelter beds. including beds, meals, other Capital $0 Property Tax $326 As of 2014, Out of the Cold has reduced their services. essentials, and supports. Grants $4,665 There are more beds being required through the formal shelter services and a temporary service created during Total $4,907 Total $4,907 this transition time. • The Family Diversion Pilot was implemented in 2014 and significantly reduced the number of families in shelter. • 93,274 emergency shelter bed nights (2013)/ • 3,492 people served by emergency shelters (2013).

Supportive Housing Comp $210 User Fees $0 S E 1.75 • From 2008 – 2013, STEP Home supported 521 people Fund housing with support services experiencing persistent homelessness to move to provided by community agencies for Supplies/Svcs $32 Other Govs $2,890 permanent housing, exceeding the updated target of individuals needing supports to 500 endorsed by Regional Council in 2012. maintain their housing. Included Allocation $6 Int Recovery $0 FA 1 both housing with on-site supports and supports to scattered site Capital $0 Property Tax $895 housing through initiatives such as Grants $3,537 STEP HOME that supports "housing Total $3,785 Total $3,785 first" models for those who experience persistent homelessness. Would also include any time-limited services.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Homelessness Prevention Compensation $157 User Fees $0 S E 1.50 • Provided $554,850 to households needing energy assistance in 2014 (as of Oct 31/14), anticipating Fund services through community Supplies/Svcs $27 Other Govs $1.356 agencies that help support another $50,000 by year-end, through a number of tenants/residents to find and/or Allocation $5 Int Recovery $0 FA 1 services. maintain housing such housing help Capital $0 Property Tax $316 services, loans/grants for rent Grants $1,483 $0 and/or arrears, and energy Total $1,672 Total $1,672 assistance services.

Homelessness Outreach Compensation $193 User Fees $0 S E 1.85 • Registry week 2014 conducted short surveys with more Fund direct support services than 300 individuals experiencing homelessness, through community agencies that Supplies/Svcs $32 Other Govs $1,453 obtaining information about their health needs and assist persons who are homeless, risks. (through fixed site drop-ins and/or Allocation $6 Int Recovery $0 FA 1 mobile street outreach), to help them connect with resources, Capital $0 Property Tax $267 survive, obtain shelter, and/or help Grants $1,489 $0 move from shelter into short-term or Total $1,720 Total $1,720 long-term housing.

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Program Service Description

Social Support Waterloo Regional Housing provides 2722 units of FIR Comparison housing to families, seniors, and couples/single adults Department (approx. 7500 household members) in a variety of housing forms including townhouses, apartments, Community Services single, and semi-detached dwellings in 62 sites across the Region of Waterloo. Most of the housing is Service Type available on a rent-geared-to-income basis, however some sites offer market rent units as well. External Waterloo Regional Housing is owned and operated by Budget ($,000s) the Region of Waterloo.

Compensation $2,443 Supplies & Services $2,994 Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 Region of Waterloo Housing Data • Rent arrears average 6.1% in 2013, 5.7% by Oct • The WRH review of 2007-2010 resulted in a number of Capital $493 2014. Industry norms are 5% or less. changes including positions and responsibilities, staff • Unit turnover average 11.9% in 2013, 12.2% for Allocations $17,215 reductions, and electronic efficiencies. 2014. Total Costs $23,145 • Enforced evictions 9 in 2013, 12 by Oct 2014. • First Municipally-owned Community Housing provider to have a Smoke-free Policy, which took effect April 1, 2010. User Fees $13,349 As of December 31, 2014, 47.7% or 1,299 units out of a Other Gov $2,406 total of 2,722 units are "smoke-free.” Int Recoveries $41 • It is difficult to balance our focus on eviction prevention (which can lead to arrears) with keeping arrears below the Property Taxes $7,349 5% target. Total Revenues $23,145

FTEs 26.4

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Management & Administration Compensation $757 User Fees $0 S E 7.4 • Part of legislated requirements to maintain Service Level Standards as a result of the Provide proper management as a Supplies/Svcs $141 Other Govs $0 Community Housing Provider transfer of housing from Provincial to Municipal overseeing staff, applicants and Allocation $20 Int Recovery $41 L 1 Service Managers. tenants, and physical assets, Capital $0 Property Tax $877 • The WRH Review blended the management develop policies/procedure, and Grants $0 $0 roles of Property Management and Tenant ensure good quality housing is Total $918 Total $918 Placement services (which were previously provided, collect rent and other separated roles) and created two Operational payments, accounts payable and Supervisor positions covering the full portfolio Purchase Order management, and with these blended roles. collecting required documentation to comply with the HSA, 2011.

Maintenance and Asset Compensation $492 User Fees $0 S E 5 • This is a shared responsibility with Corporate Management Services/Facilities, where the WRH staff provide the front end connection with tenants. Building maintenance in Supplies/Svcs $2,502 Other Govs $2,406 coordination with Corporate • Facilities responds to the maintenance requests and acts on the long-term capital planning. Services/Facilities, including long Allocation $17,158 Int Recovery $0 L 1 term capital planning and lifecycle • 10,750 work orders issued to WRH contractors improvements, respond to tenant Capital $493 Property Tax $18,239 and Facilities staff in 2014. maintenance requests, and create Grants $0 $0 purchase orders for needed work. Total $20,645 Total $20,645

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Tenant Management Compensation $842 User Fees $13,349 S E 10.0 • Staff make every effort to prevent an enforced eviction due to rent collection issues. Evictions Fill vacant units through a wait list, Supplies/Svcs $234 Other Govs $0 are costly to the health and well-being of our assess eligibility, complete lease Allocation $26 Int Recovery $0 L 1 tenants and costly in terms of staff time and process, work with tenants to Capital $0 Property Tax ($12,247) maintain their tenancy via rent budgeted resources. Accordingly, there is an Grants $0 payments, calculate rent initially and ongoing balance between revenue collection and Total $1,102 Total $1,102 whenever income changes, conduct working with tenants to prevent evictions, and annual income reviews, regular these efforts continue to be successful communication, manage tenant • 263 unit turnovers as of Sept 2014, includes 54 issues and answer questions in internal transfers regards to their tenancy, and ensure • Most of these units (108) are senior one-bedroom compliance with HSA 2011. units

Community Development Compensation $352 User Fees $0 S E 4.0 • Creates inclusive, safe communities and Promote and establish partnerships Supplies/Svcs $117 Other Govs $0 improves wellbeing of tenants to enhance the quality of life for Allocation $11 Int Recovery $0 IS 4 • Provide a full range of community support and development services including: celebrations WRH tenants, provide necessary Capital Property Tax $480 information and referral to support (official openings/anniversaries), information Grants $0 services to ensure tenants maintain sessions (fire safety), community barbeques, Total $480 Total $480 their tenancy, and facilitate activities (gardening), youth engagement, and opportunities for tenants to build promoting healthy lifestyles capacity to deal with personal and neighbourhood issues.

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Program Service Description

Social Support Services are delivered directly to low to moderate income individuals/households to make rental housing Department affordable through rent assistance options, to repair or purchase a home, and create new rental supply. Community Services

Service Type

External

Budget ($,000s)

Compensation $532 Rationale For Service Level Assessment & Service Supplies & Type Services $59 Performance • Providing rent supplement units is required under the Service performance is identified under each service Grants & Pmts $4,778 Housing Services Act (unless they are replaced with other area. Capital $0 Rent Geared to Income units).

Allocations $155 • The other Housing Services are discretionary. Funding from senior levels of government are allocated to various Total Costs $5,524 services, according to the most recent short-term Affordable Housing Strategy (AHS) (2014- 2019) and the User Fees $0 long-term Housing and Homelessness Plan (2014 – 2024). Other Gov $2,158 • Current funding comes through the Investment in Int Recoveries $0 Affordable Housing (IAH) Extension 2014- 2010, which is cost-shared by the federal and provincial governments. Property Taxes $3,366 • Council approved the allocations of these investments Total through the Program Delivery Fiscal Plan (PDFP), which Revenues $5,524 outlines how much funding goes into components such as: Ontario Renovates, rent assistance services, Affordable FTEs 5.75 Homeownership and new rental supply.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Ontario Renovates Compensation $46 User Fees $0 S E .0.50 • Since 2012, helped 86 households, including 12 accessibility modifications (as of May 2014). Supplies forgivable loans and grants Supplies/Svcs $7 Other Govs $37 to low-income homeowners for • The Program Delivery and Fiscal Plan 2014-2019 essential repairs and accessibility Allocation $50 Int Recovery $0 M 3 includes over $2 M for capital loans of up to modifications to their home, including Capital $0 Property Tax $103 $50,000 for approx. 210 households. assessing household income, home Grants $37 value, and the work required through Total $140 Total $140 a home inspection, legal agreements, annual monitoring, and documentation.

Rent Supplement / Housing Compensation $377 User Fees $0 S E 4.25 • 791 RGI Rent Supplement units. Some of these Assistance are part of Service Level Standards, some are part of an agreement to add more provincial RS for Provides a rent assistance subsidy for Supplies/Svcs $39 Other Govs $2,121 certain groups (Strong Communities RS), and 40 individuals on the Community were created/funding by Region of Waterloo. Housing Wait List toward housing in Allocation $5 Int Recovery $0 M 1 the private market or in Community • 207 Below Average Market Rents (BAMRs) from Housing market units; assesses Capital $0 Property Tax $2,981 new rental supply initiatives to administer. eligibility and manages funding Grants $4.681 • Administers Temporary Housing Assistance With agreements and documentation with Total $5,102 Total $5,102 Supports (THAWS) – 15 units of rent assistance landlords or agencies that administer and Housing Assistance with Supports (HAWS) – the rent funding; fills vacancies up to 40 units of rent assistance being created in including any Below Average Market 2015. The Program Delivery and Fiscal Plan Rent Units (BAMRs), according to 2014-2019 included $3.8 M for housing assistance agreements with Affordable Housing services providing rent assistant for about 100 Strategy new supply providers; and households over a 10-year period. handles referrals through community agencies.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Home Ownership Compensation $26 User Fees $0 S E 0.25 • 310 down payment loans (as of May 2014). Responsible for the administration of Supplies/Svcs $3 Other Govs $0 • The Program Delivery and Fiscal Plan 2014-2019 the service, which supplies up to 5% identifies $500,000 to be added to the revolving loan of a down payment for a home as a Allocation $25 Int Recovery $0 M 4 fund to provide down payment loans to forgivable loan after 20 years to low- Capital $0 Property Tax $54 approximately 100 households. moderate income home buyers, Grants $0 including determining initial and Total $54 Total $54 ongoing eligibility, maintaining a revolving loan fund, and managing all legal agreements and documentation.

Affordable Housing Compensation $83 User Fees $0 S E 0.75 • 1409 new rental units created since 2001 (as of May Development 2014). Administers EOIs for the development Supplies/Svcs $10 Other Govs $0 • The Investment in Affordable Housing (IAH) of new rental supply housing extension 2014-2020 allocation for Waterloo Region is $24.8 million across 6 years. developments, works with proponents Allocation $75 Int Recovery $0 M 4 through all stages to ensure the • The Program Delivery and Fiscal Plan 2014-2019 development meet local needs and Capital $0 Property Tax $228 identifies approx. $17 M for new rental supply at an standards, completes documentation, Grants $60 average capital loan of about $100,000 per unit. The and monitors compliance to Total $228 Total $228 proponents agrees to provide 40% of units at 60% of agreements signed between federal, Average Market Rent for 20+ years. provincial, and municipal governments.

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Department: Corporate Services

1. Departmental Management & Support 2. Financial Management 3. Information Technology 4. Supply 5. Facilities Management 6. Voice Radio 7. Fleet Management 8. Risk Management

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Program Service Description $100 FIR Comparison Corporate The Commissioner of Corporate Services/Chief $80 Corporate Management Financial Officer leads and oversees all services and Department sub-services delivered by the Corporate Services $60 Department. The Commissioner fulfills corporate Corporate Services responsibilities as part of the Corporate Leadership $40 Team. Service Type $20 Internal $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Expenditure/Capita

Compensation $341 Performance Rationale For Service Level Assessment & Service Supplies & $26 Type Services Responsibilities include: Grants & Pmts $0 • Recommending departmental and corporate • Service consists of Commissioner and Executive Assistant. policies, strategies and services to regional council Capital $4 • Promoting long term corporate financial • This is an Internal service, directing and supporting the units within Corporate Services. Allocations $15 sustainability and the provision of effective and efficient internal financial, information technology, Total Costs $386 and facility/fleet management services • Overseeing the implementation of Council User Fees $0 decisions Other Gov $25 • Developing and fostering strategic relationships, both internally (Council and staff) and externally Int Recoveries $46 (senior levels of government, other municipalities, Property Taxes $315 community contacts, financial services/institutions, rating agencies, etc.) Total $386 Revenues

FTEs 2.0

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Program Service Description $25 FIR Comparison Corporate Financial Management Services ensures that the $20 Region's finances are managed in accordance with Department legislative and contractual requirements, and provides $15 advice to Council, Committees and management. Corporate Services Provides budget, financial planning, accounting, $10 treasury, payroll and financial reporting support to all Service Type Regional Divisions. $5

Internal $- Waterloo York Peel Niagara Halton Durham Prog Supt/Capita Budget ($,000s)

Compensation $6,087 Performance Rationale For Service Level Assessment & Service Supplies & $886 Type Services OMBI reports RoW: • Services are centralized and provided to all Regional Grants & Pmts $0 • Is relatively inexpensive in paying invoices ($3.77 departments and services. Capital $50 vs. $7.20 average). • Legislative and regulatory requirements are set out in: Allocations $149 • Is relatively inexpensive in issuing and collecting bills at $11.28 vs. an average of $18.68. • Municipal Act Total Costs $7,172 Collections are also prompter than most, at 28 days vs. 45 days. • Assessment Act User Fees $250 • Receives a high rate of return on its investment • Development Charges Act Other Gov $1,686 portfolio, with a 3.09% return in 2013 compared to • Public Sector Accounting Board requirements Int Recoveries $1,321 a municipal average of 2.52%. • Canada Revenue Agency directives. Property Taxes $3,915 • Payroll staff process slightly more than average payroll payments (24,981 per FTE compared to Total $7,172 23,216 average) however costs per payment are Revenues still slightly higher than average ($4.67 vs. $4.39). FTEs 63.4

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Financial Planning, Budget, Compensation $2,042 User Fees $29 S I 20.6 • Team of financial analysts provide budget preparation and Performance Supplies/Svcs $223 Other Govs $538 and analysis, financial planning/analysis/advice and Management Allocation $39 Int Recovery $289 M accounting and financial reporting services for all Capital $30 Property $1,478 Divisions and Departments. Coordination of corporate budget Tax preparation and analysis, Grants $0 • Annual operating budget and 10 year capital plan. performance measurement, debt Total $2,334 Total $2,334 • Long term financing planning. and reserve forecasting. • Reserve and reserve fund planning. Financial plans including Key issues: Development financing through DC • Financial planning for infrastructure investments, both by-law development, and new and renewal, especially DC funded projects which infrastructure financing plans to include recoveries extending up to 20 years. meet infrastructure needs. • Developing budget, debt and reserve policies and Client support to all departments. projection scenarios to support longer term capital and operating budget planning.

Payroll Compensation $580 User Fees $15 S I 6.1 • Payroll processes pays for 11 union groups, each with its Processes payroll for all regional Supplies/Svcs $32 Other Govs $23 own collective agreement, and for non-union staff/elected officials. employees and elected officials. Allocation $18 Int Recovery $37 L/M Also responsible for all payroll Capital $5 Property $560 • 1 group paid weekly and 11 groups paid bi-weekly. Tax related remittances, T4's and • 130,000 regular payments were issued to Regional and Grants $0 Police employees in 2014. Records of Employment , OMERS Total $635 Total $635 broken service and annual reporting • All regular employee payments processed by direct . deposit and manual payments are transitioning to direct deposit. • 5,082 T4s issued for 2014.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Transactions and Reporting Compensation $3,002 User Fees $138 S I 31.6 • Team of financial analysts provide budget preparation Corporate accounting and financial Supplies/Svcs $607 Other Govs $1,014 and analysis, financial planning/analysis/advice and accounting and financial reporting services for all reporting including issuance of Allocation $77 Int Recovery $818 M Capital $12 Property $1,728 Divisions and all Departments. invoices and account collection, Tax payment of accounts, annual Grants $0 • Process financial transactions – 176,000 A/P invoices financial statements, audit, monthly Total $3,698 Total $3,698 and 52,000 payments, 55,000 A/R invoices and collection financial reporting to senior • Develop, recommend and implement corporate financial management and periodic financial policies. reporting to Council. • Development charge certification of all development Administers Development Charge transactions to area municipalities for collections totaling By-law. $50 million (2014) and $75 million (projected 2015). Client support to all Departments. • Tangible capital asset policy and reporting for >$6 billion in TCA. • Key issues :Improve/upgrade corporate financial information systems to support better decision making and to remain efficient and current.

Treasury Compensation $464 User Fees $69 S I 5.1 • Includes debt, investments and banking services. Corporate cash management and Supplies/Svcs $24 Other Govs $110 • The cash and investment portfolio totals $350 million and debt outstanding at year end 2014 is $502 million. cash flow forecasting, short and Allocation $14 Int Recovery $177 L/M long term investment management, Capital $4 Property $150 • The Region has maintained an Aaa credit rating from Tax Moody's Investor Services since December 2000. and banking services. Responsible Grants $0 for debenture issue and payments Total $506 Total $506 • Key issues include maintaining a good rate of return on (principal and interest) on all the investment portfolio during a sustained period of low regional debt, as well as Sinking interest rates; automating financial processes to deliver Fund management. efficient and effective services.

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Program Service Description $30.00 $30,000,000 OMBI Comparison Corporate To deliver comprehensive Information Technology (IT) $25.00 IT Costs $25,000,000 services and solutions that enable the Region to $20.00 $20,000,000 Department achieve its vision and corporate goals in an efficient and cost-effective way. The Region maintains a Corporate Services $15.00 $15,000,000 network of over 3,000 devices and 3,500 desk top phones/faxes, almost 400 servers, and over 260 $10.00 $10,000,000 Service Type supported applications. $5.00 $5,000,000 Internal $- $- Waterloo York Niagara Halton Durham Budget ($,000s) It Cost/Capita Total IT Expenditure

Compensation $6,685 Supplies & $3,291 Performance Rationale For Service Level Assessment & Service Type Services • OMBI reports RoW has the lowest IT operating Grants & Pmts $61 budget of the regions. The average RoW • An independent review of the division was completed in employee uses 1.13 technology devices, compared 2009. Recommendations from the review have been Capital $480 to a municipal average of .89, although York and implemented. ITS is continuing to work on sustaining Allocations $96 Calgary use about 1.5 per employee. these changes and improving overall service delivery. • Point of Service Customer Survey results for 2014 Total Costs $10,613 • Currently undergoing a “Service Excellence” to look at resulted in an average of 80% satisfaction rating for service delivery, customer and staff feedback and both overall Customer Service and for Value of User Fees $0 efficiency of process for opportunities for improvements. Service and an average of 89% satisfaction rating This is intended to review service levels and service Other Gov $432 on customers getting what was needed from the expectations. Int Recoveries $3,787 service. • Service Level Agreement in place, which for Sev 1 Property Taxes $6,394 incidents is initial response in no more than 20 Total Revenues $10,613 minutes with expected resolution not to exceed 4 hours. FTEs 62.0

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Compensation $2,660 User Fees $0 24.0 Corporate Information & S I • 99.968% critical system availability for 2014. Application Services Mgmt Supplies/Svcs $740 Other Govs $36 • 260 applications, 416 database schemas . Allocation $0 Int Recovery $675 • Ability to implement projects is impacted by a focus Offers management and support for IS/M Capital $246 Property Tax $2,996 on operations with less than 20% capacity for new internal business applications, web Grants $61 projects. and GIS application systems and Total $3,707 Total $3,707 • New projects are being implemented, but not as data repositories. quickly as desired given current FTE levels. • Additional staff approved as part of 2015 budget. Information Security Services Compensation $260 User Fees $0 S I 2.2 • Cost and FTE refers to staff dedicated to this sub service, which is delivered in conjunction with the Offers information security Supplies/Svcs $326 Other Govs $4 other IT sub services. management to protect the Allocation $8 Int Recovery $329 IS/M • Over 400,000 messages blocked for expected threats confidentiality, integrity and Capital $26 Property Tax $287 Grants $0 (28.31 % of all mail in 2014). availability of the Region’s Total $620 Total $620 • Over 1700 threats directly blocked (est. value of information assets and planning the $478,800 saved / @cost of approx. $280 per threat). technology architecture used to • One significant breach of security in 2014 due to deliver the Region's IT services. ransomware attack, resulting in zero loss of data and a less than 24 hour recovery timeframe. Technology Support Services Compensation $884 User Fees $0 S I 8.5 • Average of 95 service requests per day (24,657 total in 2014). Oversees a centralized Service Supplies/Svcs $893 Other Govs $375 • 80% measured customer service satisfaction (new for Desk to supply computer and Allocation $58 Int Recovery $711 IS/M Capital $92 Property Tax $841 2014). technical assistance and support to Grants $0 • 1703 desktops, 629 laptops, 2450 users. Region of Waterloo staff as well as Total $1,927 Total $1,927 • Avg answer time: 31 seconds. develop and maintain hardware and • Max hold time: 16 min. software standards. • 2.6 % call abandon rate after threshold.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Compensation $1,271 User Fees $0 Voice and Data Infrastructure S I 12.8 • Throughout 2014: zero unplanned service disruptions Management Supplies/Svcs $1,332 Other Govs $17 that breached Service Level Agreements. Offering technology and infrastructure Allocation $30 Int Recovery $1,433 IS/M • 272 physical (and 260 virtual) servers, 405 network management for corporate wide data Capital $116 Property $1,299 switches and routers, 276 multi-function printers. Tax centre services, voice and data Grants $0 • Network and traffic growth now more about adding network, network topology, protocols, Total $2,749 Total $2,749 devices than adding users (exponential increase). components and servers for record holdings

IT Planning and Project Delivery Compensation $1,610 User Fees $0 13.5 • 80 projects throughout 2014 with a total of 22800 hours Long range planning of technical worked. Supplies/Svcs $0 Other Govs $0 S I infrastructure; stewardship of Allocation $0 Int Recovery $639 • Long term corporate IT planning is partially dependent corporate level strategies on the quality and completeness of service area IT and priorities involving Information planning. Capital $0 Property $971 IS/M Technology; and IT project delivery, Tax facilitating the effective use of Grants $0 technology across the corporation in the delivery of services Total $1,610 Total $1,610

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Program Service Description $25 Corporate Procurement of goods and services in an open and FIR Comparison transparent manner in order to provide excellent value $20 Department to the taxpayer. Operation of internal inventory management system. $15 Corporate Services $10 Service Type $5 Internal $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Prog Supt/Capita Compensation $2,069 Supplies & $165 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI reports RoW has recently reduced the cost of its purchasing process to $4.54 per $1,000 in purchases, • Procurement process governed by Region's Purchasing By- Capital $114 below the $5.38 average. It also receives an average law and common law. Allocations $143 of 5.4 bids per bid call, better than the 5.0 average, and it has a very low rate of sole source purchases Total Costs $2,491 (.6% of contracts over $100,000 compared to 1.9% User Fees $8 average). Other Gov $81 Int Recoveries $791 Property Taxes $1,611

Total $2,491 Revenues

FTEs 25.6

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Procurement Compensation $789 User Fees $4 S I • Procurement issued over 200 Tenders, Requests for Responsible for procuring goods and Supplies/Svcs $48 Other Govs $52 Proposals, Formal Quotations, Consultant services in an open and transparent Selections, Expressions of Interest and Pre- manner in order to provide excellent Allocation $23 Int Recovery $245 M qualifications in 2014. value to the taxpayer. Capital $8 Property Tax $567 • Procurement has recently transitioned to an 9.3 Grants $0 electronic bid system. Total $868 Total $868 • Key issues and priorities include adjusting to the recent certification by the Carpenter's Union and ensuring continued openness and transparency in all purchases. Compensation $1,280 User Fees $4 S I • Inventory management for pandemic, general, water Materials Management Supplies/Svcs $116 Other Govs $29 Inventory management services services, fleet services and GRT inventories . Allocation $121 Int Recovery $584 M including purchasing, warehousing Capital $106 Property Tax $1,006 Inventory value at year end of $5 million. Inventory and issuing inventory items as Grants $0 issues during 2014 = 13,000. required to support operations. Total $1,623 Total $1,623 16.3 • Fuel management at 11 sites for >12 million litres of fuel and other fluids. • Key issues: Expansion of inventory management systems and practices to additional service areas.

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Program Service Description

Facilities & Real Estate Responsible for the efficient and effective management of over 800 buildings (6.6 million square HQ Operating Cost feet) owned or leased by the Region. Services include ($/sq. ft. of HQ building)) Department facility planning, construction & renovation, operations & maintenance, property acquisition & disposal, lease Corporate Services negotiation, security, janitorial, grounds maintenance and energy management. Service Type Responsible for ensuring a healthy, productive, and safe environment for client departments and patrons, Internal while balancing customer service, asset sustainability nOMBI) (Not Reported and cost effectiveness. Budget ($,000s)

Compensation $8,222 Supplies & $29,769 Performance Rationale For Service Level Assessment & Service Services Type OMBI reports the RoW headquarters building is Grants & Pmts $0 slightly cheaper to operate at $9.08 per square foot • An independent review of the division completed in 2011 than average ($13.07) and is more energy efficient, recommended that the Facilities business model for shared Capital $9,683 consuming 18.4 ekWh per square foot of HQ building corporate buildings be applied to all regional buildings and Allocations $3,980 compared to an average of 30.6 ekWh (equivalent that consistent and best practice asset management, kilowatt hours or ekWh is a unit combines electricity business systems and service accountability principles be Total Costs $51,654 and natural gas consumption for a building) . adopted. Initiatives to further develop and implement these User Fees $2,082 The Region's Emergency Medical Service (EMS) processes are nearly complete, with continuous Other Gov $0 facilities are also reported to be more energy efficient improvement processes planned. at 29.7 ekWh per square foot compared to an OMBI Int Recoveries $41,449 • Facilities Services are required to ensure that all Regional average of 34.7 ekWh per square foot. Note that buildings meet relevant regulatory safety requirements such Property Taxes $8,123 OMBI compares only headquarters and EMS buildings as technical safety standards, electrical safety and fire because of the difference in services offered by Total Revenues $51,654 protection codes. This division strives to reach industry member municipalities. These common facility type best practices which exceed these legislative requirements. FTEs 87.3 comparisons are intended as an indication of portfolio costs.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Operations & Maintenance Compensation $4,630 User Fees $1,370 S I • All regulatory building requirements are met and the Responsible for day to day activities Supplies/Svcs $29,494 Other Govs $0 section strives to reach industry best practices. necessary for the operation of Allocation $3,806 Int Recovery $39,061 Industry standard processes are applied to many IS processes, in particular those related to preventative Regional buildings, its systems and Capital $8,491 Property Tax $5,985 maintenance of building systems and components. equipment to perform their intended Grants $0 • Client expectations are generally met but actions are function and comply with current Total $46,416 Total $46,416 underway to define and improve processes related to legislation. 52.3 Facilities Management response to unplanned, on- Provides planned and unplanned demand services. support required for building occupants, and manages building and site security and service contracts. Acts as a liaison for the Region with landlords and tenants.

Facility Planning Compensation $1,477 User Fees $0 S I • Building condition assessments are completed Responsible for the planning, Supplies/Svcs $123 Other Govs $0 regularly and recognized best practice equipment prioritization and justification of Allocation $79 Int Recovery $509 IS and building component renewal planning processes are in place. facility asset renewal and new Capital $445 Property Tax $1,615 • The good building system renewal avoids equipment construction projects. Assists service Grants $0 areas with accommodation failure and ensures that Regional buildings remain Total $2,124 Total $2,124 12.0 management and construction project functional as required to accommodate the staff planning. Administers facility required to operate essential Regional services. maintenance and information • Divisional performance metrics and standards are technology systems. being developed to approach industry best practices related to formal documentation, consistency and service accountability.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Utilities & Energy Engineering Compensation $270 User Fees $712 S I • Meets all legislated and mandatory municipal energy Develops and maintains the Supplies/Svcs $55 Other Govs $0 planning and reporting requirements by leading an Corporate Energy Policy and Plan, Allocation $2 Int Recovery $-15 internal Corporate Energy Planning Working Group L to identify and report publicly on current and planned identifies energy retrofit projects and Capital $732 Property Tax $361 energy conservation projects and reporting building monitors progress. Grants $0 consumption data using the standardized template. Completes studies and makes Total $1,058 Total $1,058 3.0 • The Corporate energy plan must be updated every recommendations regarding energy five years and building consumption data reported procurement, generation and annually for all specified municipal building types. operation. Completes, energy audits & studies and develops consumption reports.

Compensation $1,844 User Fees $0 S- I • Several best practice project management practices Construction Project Supplies/Svcs $97 Other Govs $0 have been established and implemented and good Management Allocation $992 Int Recovery $1,894 IS Supports internal clients by Capital $15 Property Tax $161 internal client relationships have been built where their expectations are generally met for the overseeing the design and Grants $0 Total $2,055 Total $2,055 implementation of projects. construction of all new occupied buildings, expansions and • Currently there is not adequate project management 20.0 resourcing to meet internal client service and asset renovations. Implements asset management expectations. Additional project renewal projects to refurbish and management staff approved in the 2015 budget. replace building systems, equipment and components in all regionally owned and operated facilities.

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Program Service Description System Schematic

Corporate Planning, operation, and maintenance of region-wide voice radio equipment to ensure the systems perform Department their intended function, allowing communications between local municipal emergency services, Corporate Services including Waterloo Regional Police Services, all seven municipal fire services, various municipal public works, and other local non-emergency services such as Service Type transit and solid waste operations. Internal

Budget ($,000s)

Compensation $322 Supplies & $172 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 The Region's voice radio system is currently designed to meet or exceed Association of Public-Safety • Current legislation is met or exceeded by the Region's voice Capital $923 Communications Officials-International (APCO) radio system, however the system uses older technology Allocations $9 Project 16 standard. that does not meet industry best practice or anticipated The region's system channel access time is 0.25 future legislation. Total Costs $1,426 seconds, better than the APCO standard of 0.5 • A major system replacement project is underway to meet or User Fees $0 seconds. The system's modelled area coverage of exceed the newer APCO Project 25 standard for Other Gov $0 99% exceeds the design minimum of 95%. communication systems. Int Recoveries $0 • This project is intended to bring the system closer to industry best practice and anticipated legislation by meeting Property Taxes $1,426 the newer digital communication standard. Total $1,426 Revenues • The upgraded system will meet with needs of all users within Waterloo Region, including police and ambulance FTEs 3.0 systems.

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Program Service Description Corporate Management and maintenance support services for over 900 vehicles and mobile equipment in the Department Region's corporate fleet, including ambulances and police vehicles. Services include: life cycle planning, Corporate Services procurement, vehicle outfitting and modification, ensuring compliance with legislative, regulatory and Service Type corporate strategic requirements, service contract administration and licensing, preventative and Internal predictive maintenance standards and service, warranty management, emergency repair and Budget ($,000s) roadside assistance, and policy and procedure development. Rationale For Service Level Assessment & Service Type Compensation $1,636 Supplies & $2,209 • A Fleet review was completed and approved for Services Performance implementation in May, 2014. The findings identified that a number of practices are working well for the Region. The 1. OMBI reports in 2013 that the operating cost per Grants & Pmts $0 service effectively meets all Provincial and Federal legislative vehicle km (Municipal) is lower in ROW at $0.56 requirements and industry standards, however there are Capital $40 than average $0.73. opportunities in all areas of the service to better align with Allocations $145 2. OMBI reports in 2013 that the operating costs per best practices and increase efficiency and effectiveness. vehicle km (All EMS – Emergency Medical Total Costs $4,030 Implementation is underway. Services) is lower in ROW at $.045 than average User Fees $0 $0.59. • The review recommends a shift in focus from the current decentralized mandate of Fleet Services involving a collection Other Gov $0 3. OMBI reports in 2013 that the operating costs per of owned assets to become a fully centralized Fleet vehicle km (All Police) is higher in ROW at $0.39 Int Recoveries $4,030 Management service managed as a single corporate fleet. than average of $0.30. (Note: Only 3 Police fleets Property Taxes $0 represented in OMBI data) • OMBI measurements 1,2 &3 represent operating cost per vehicle kilometer. These measurements best reflect the Total Revenues $4,030 4. OMBI report in 2013 that the average age of municipal vehicles is higher in ROW at 7.4 years effectiveness and efficiency of the overall fleet. Note: OMBI #4 FTEs 17.0 than average of 6 years. - ROW is operating older municipal vehicles, but maintain a lower operating cost per vehicle km.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Compensation $367 User Fees $0 S- I • Fleet Review recommendation for Fleet Planning Supplies/Svcs $13 Other Govs $0 Responsible for the development and implementation of centralized Fleet implementation of fleet replacement Management addressing S- Allocation $2 Int Recovery $384 IS best practices to ensure the design, Capital $2 Property Tax $0 • Implementation targeting industry best practice specification, acquisition and outfitting Grants $0 improvements including centralized asset of vehicles and equipment to satisfy Total $384 Total $384 replacement planning, fleet policy framework, clients’ business needs and right sizing of fleet, fleet motor pool, financial Corporate fleet objectives at the management and fleet charge back models , Service Level Agreements, business systems, lowest lifecycle costs to the 3.0 Key Performance Indicator metrics and organization . technological solutions • The economic lifecycle of all vehicles are currently being evaluated and the lifecycle of all vehicle replacement plans are being updated • Purchases are funded from reserves, with annual contributions to reserve funds

Compensation $1,269 User Fees $0 S I • Maintenance practices effectively meet industry Vehicle & Equipment Service Supplies/Svcs $2,196 Other Govs $0 standards and strive for best practice and Maintenance Allocation $38 Int Recovery $3,646 IS To maintain the Region Corporate Capital $143 Property Tax $0 • The review identified that Fleet has good Fleet resources in a safe, reliable Grants $0 maintenance procedures, but identified Total $3,646 Total $3,646 and available condition to meet opportunities to better align with maintenance department and legislative operation best practices 14.0 requirements • Implementation improvements include; client compliance with PM programs, improved maintenance productivity, development of performance standards and quality assurance programs, contract and alternate support services, staff training and a customer service framework © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 66 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Risk Management

Program Service Description 2015 Renewal Rate Change

Corporate A business support service provided to the 10.00% Corporation to protect the assets of the Region and Department mitigate risk through the acquisition of insurance, the 5.00% investigation and settlement of insurance claims, and Corporate Services 0.00% an ongoing enterprise risk management effort. The Waterloo Regional Municipalities Insurance Pool -5.00% Service Type (WRMIP) provides this service on behalf of the Region -10.00% and all seven area municipalities. External Niagara Halton Peel Waterloo

Budget ($,000s) note: Halton Region went out for RFP in 2014 which resulted in a significant reduction in premiums for 2015.

Compensation $208 Supplies & $3,626 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 This unique inter-municipal partnership has provided efficient and effective risk management services to all • The Region makes annual contributions to the WRMIP to cover Capital $0 8 municipalities. Since the pool was created in 1998, purchased insurance premiums, expected claims, and Allocations $0 insurance premiums have increased by a cumulative administrative/operational costs. amount of 20% (average increase of 1.2% per year). Total Costs $3,834 User Fees $0 Other Gov $0 Int Recoveries $3,834 Property Taxes $0

Total $3,834 Revenues

FTEs 1.9

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Department: Human Resources & Citizen Services

1. Departmental Management and Support 2. Human Resources 3. Integrated Client Services 4. Service Improvement Planning

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Program Service Description $100 FIR Comparison Management and back office support services for the Corporate Services $80 Corporate Management Human Resources & Citizen Service Department. Department $60 Human Resources & Citizen Service $40

Service Type $20 Internal $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Expenditure/Capita

Compensation $596 Supplies & $84 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 • This is an Internal service, providing direction and support Capital $8 to all activities in the department. Allocations $41 • Region operates with consolidated support so all Total Costs $729 administrative functions reside in one place. The duties include being responsible for compiling and monitoring User Fees $0 departmental budget, Ontario Municipal Benchmarking Other Gov $116 Initiative (OMBI) and Human Resources Benchmarking Network (HRBN) reporting, and project management of Int Recoveries $126 Learning Management System (LMS). Property Taxes $487 Total $729 Revenues

FTEs 5.2

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 69 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Human Resources

Program Service Description $100 FIR Comparison Corporate Services An internal support service that provides human $80 (All Corporate Mgmt) resource management services and services to enable Department the Region to meet its goals, consistent with Council $60 directions, the Region of Waterloo strategic plan, and Human Resources & regulatory requirements. Citizen Service $40 Service Type $20 Internal $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Governance/Capita Corp Mgmt/Capita Prog Supt/Capita

Compensation $5,152 Supplies & $1,498 Performance Rationale For Service Level Assessment & Service Services Type Grants & Pmts $0 • OMBI reports Human Resource admin costs are These are Internal services provided to support all ROW $952 per T4 issued, slightly above the $940 operating departments and units and some support to the Capital $417 average. Waterloo Regional Police Service. Allocations $103 • Employee turnover rates are slightly above average (4.93% vs. 4.76%). Service levels are generally considered standard. Total Costs $7,170 • It is difficult to assess reasons behind these differences, particularly when they are nominal. User Fees $0 Different HR organizations embed some functions Other Gov $670 in operational areas in a more decentralized model which would not be reflected in the costs in a Int Recoveries $2,375 comparable way to a centralized model as we have Property Taxes $4,125 in the Region of Waterloo. Accordingly, our costs may appear higher. Total $7,170 Revenues

FTEs 45.4

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Recruitment Services Compensation $886 User Fees $0 S I 7.8 • Human Resource generalists are aligned with Attracts high quality candidates, to Supplies/Svcs $15 Other Govs $0 departments. process recruitment efficiently in • In 2014: Allocation $10 In Recovery $60 M accordance with best practices; to • the average days taken to hire was 43 Capital $37 Property Tax $888 ensure compliance with legislative • 1212 position/staff requests were requirements, collective agreements, Grants $0 processed including extensions and Region policies and procedures; Total $948 Total $948 • By 2018 over 45% of the senior management partners with business units to plan for group will be eligible for retirement. This will a "ready" workforce to meet strategic create challenges in recruitment and retention objectives. • Recruitment services are provided on an as needed basis for the Waterloo Regional Police

Employee and Labour Relations Compensation $633 User Fees $0 S I 4.9 • Labour Relations Advisors are aligned with Provides labour relation strategies Supplies/Svcs $350 Other Govs $160 bargaining units which can represent multiple that support optimal employee & departments labour relations in a fiscally Allocation $17 In Recovery $196 M • There are 8 bargaining units throughout the responsible manner. Capital $6 Property Tax $650 Region requiring negotiation of collective Manages the relationship with Grants $0 agreements, grievance resolution, mediation bargaining unit representatives to Total $1,006 Total $1,006 and arbitration achieve solutions that support the • Investigates allegations of harassment, continued delivery of services workplace violence, and inappropriate throughout the Region. interpersonal conduct • Provides support for Management on action items required to support optimal employee & labour relations • Supports the Waterloo Regional Police Services Board by leading collective bargaining for all police agreements • Supports township administration on specialized HR functions on an ad hoc basis

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Compensation & Benefits Compensation $1,241 User Fees $0 S I 12 • Number of staffing requisitions 1212 Management Supplies/Svcs $206 Other Govs $192 • Number of terminations 402 including retirements Manage organizational compensation • Number of active job descriptions – 1061 Allocation $24 In Recovery $177 L / M including: • Percentage of jobs that belong to job evaluation • developing and implementing total Capital $265 Property Tax $1,367 plan – 95% rewards strategies Grants $0 • 12% turnover rate • developing and implementing policy Total $1,736 Total $1,736 frameworks for recruitment and compensation • compensation administration and support to payroll functions • analysis for bargaining process and managing the job evaluation processes, including ensuring compliance with legislation Administer the Human Resources Information System (HRIS) including: • system support to recruitment processes • time and attendance data management • payroll administration and HR metrics • analytics and technology solutions • design and implement processes to facilitate and operationalize reorganizations and service reviews • provide advice and support to Waterloo Regional Police Service on job evaluation processes, HRIS, time and attendance, and payroll support systems

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Health & Safety Compensation $1,511 User Fees $0 S I 13.2 • 2013 lost time injury (LTI) claims: 98 Provides occupational health and Supplies/Svcs $184 Other Govs $0 • 2013 health care (HC) claims: 77 safety, as well fleet safety resources Allocation $20 In Recovery $1,291 L;M • Over the three year period of 2011-2013, both and consultation services. Capital $56 Property Tax $480 frequency and severity* are shown in the chart These services enable management to below. It is our goal that with the continued Grants $0 meet their legal and contractual support and implementation of the Region's Total $1,771 Total $1,771 compliance, fulfill comprehensive WSIB Safety Management System (SMS) both claims, management services, return to frequency and severity indicators would be work, occupational health and safety, trending downward. fleet safety training, and education. 2011 2012 2013

Frequency (# of 5.82 4.91 4.80 lost time injuries) Severity (# of lost 53.68 35.55 47.65 days) *Frequency and severity are terms used by the industry and calculated for every 200,000 hours worked. • There are Health & Safety Advisors that are dedicated to specific departments as well as Advisors supporting all departments throughout the corporation • The Health & Safety team supports the implementation of the Region's Safety Management System, an internal responsibility system that supports and ensures a safe work environment for all Regional staff • Act as a licensing authority on behalf of the Ministry of Transportation for license renewals. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 73 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Human Resources

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Organizational Effectiveness & Compensation $881 User Fees $0 S I 7.5 • Organizational Development Consultants are Wellness Supplies/Svcs $742 Other Govs $318 aligned with departments. Develops, implements, and/or supports Allocation $33 In Recovery $652 IS • Change management and communication support strategies, services, and policies to Capital $53 Property Tax $739 M was provided to over 30 change initiatives directly improve the performance of the P resulting from service reviews/ divisional/ business units and individual Grants $0 departmental reorganizations in 2014. employees: Total $1,709 Total $1,709 • performance management system, • There are 19 ROW service areas using the leadership development, change training registration system for their job specific management, employee training needs. engagement, supportive people • Employee Assistance Program utilization rates policies, organizational restructuring, averages 14% annually. workforce planning, diversity, human rights complaints, interpersonal • Changing workforce dynamics require targeted conduct concerns, and recognition leadership capacity building for the short and long service. term. Develops and implements • With the implementation of Bill 168 in 2010 there • corporate training, training have been an increasing number of harassment registration system, learning and interpersonal conduct complaints, which management system. require internal and external investigations to Oversees wellness programming and healthy workplace programming to validate and address, if necessary. support optimal health for all employees. Administers the Employee Assistance Program.

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Program Service Description $100 FIR Comparison Corporate Provide seamless integrated access to Regional (All Corporate Mgmt) services through the phone (Service First Call Centre), $80 Department main reception (Citizen Service counters), and online (through web self service and mobile apps). $60 Human Resources & Citizen Service $40 Service Type $20 External $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Governance/Capita Corp Mgmt/Capita Prog Supt/Capita Compensation $2,166 Supplies & $300 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 • In a comparative survey of 311 centres across • This is an Internal Service, provided to support service North America (39 municipalities), call centre delivery by other business units, however it does have an Capital $734 service levels ranged from 50% of calls being important external “face” and interacts with the public. answered in 60 seconds to 90% of calls being Allocations $24 answered in 10 seconds • The service level for the call centre was chosen to reflect an Total Costs $3,224 • Service levels were spread across this spectrum. average of industry standards and also to ensure there was The Region of Waterloo is currently meeting its no service degradation from service provided before the call User Fees $0 targeted service level of 80% of calls in 60 seconds centre was established. Other Gov $220 • Through an ongoing point of service survey, 90% of citizens report that they are satisfied with their • The ROW does not offer a broad selection of e-services at Int Recoveries $475 experience calling the Region this time, and that is considered below the standard of service. Property Taxes $2,529 Total $3,224 Revenues

FTEs 28.9

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Sub-Services

Service Service FTEs Subservice Name & Costs ($000’s) Revenues Level & Type Notes Description ($000’s) Source

Compensation $1,908 User Fees $0 S I 25.4 • Current service level is that 80% of calls are answered Service First Call permanent Centre Supplies/ Svcs $159 Other Govs $220 FTEs (as of within 60 seconds. There are variety of other measures The Service First Call Allocation $6 In Recovery $475 M April, 2015) that are regularly monitored based on the normal range 1 temporary Centre is a 24/7 call centre Capital $636 Property Tax $2,014 of service delivery, but the above service level drives that handles calls for all FTE staffing and resource requirements. Regional services. The goal Grants $0 • As the SFCC is a newly created entity, staffing levels to is to answer the majority of Total $2,709 Total $2,709 support this service level were made permanent in the calls on the first point of contact. 2015 budget cycle. Citizen Services Comp $223 User Fees $0 B I 2.3 • The citizen service associate service offers reception Associate Supplies/Svcs $141 Other Govs $0 and front line transactional services on behalf of some Provides a first point of Allocation $18 In Recovery $0 M departments in each building, but not all. contact at the Region’s Capital $98 Property Tax $480 • Over the years, where there has been a strategic need, three main public facing services have been centralized for specific services (i.e. buildings (99 Regina, Grants $0 Public health) to the main counters. Waterloo; 150 Frederick, Total $480 Total $480 Kitchener; 150 Main, • This model operates similarly to the call centre. Cambridge). • Some transactions are completed at the desk, some are triaged and sent to the appropriate service area. The staff member acts as reception for the building while there are still reception desks on many floors. • There is an existing service strategy action to look at further consolidation of reception and service transaction services at these desks.

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Sub-Services

Service Service FTEs Subservice Name & Costs ($000’s) Revenues Level & Type Notes Description ($000’s) Source E-Service Compensation $35 User Fees $0 B I 0.2 • There are no dedicated staff to this initiative; this is a The self serve strategy Supplies/Svcs $0 Other Govs $0 collaborative of staff from across the Region. provides consistent Allocation $0 In Recovery $0 M • Citizen Service staff leading this work are from the Service principles across all Capital $0 Property Tax $35 First Call Centre complement. Regional services for self serve options through the Grants $0 • The Region currently has limited self serve opportunities; website or mobile devices. The Region has been exploring a portal based self serve The goal is to provide Total $35 Total $35 application that would bring all municipalities onto a single seamless, coordinated platform to provide seamless access to self serve access to self serve options opportunities. by the public. • The cities of Waterloo, Kitchener and Cambridge have already implemented this application. The public has identified top areas of interest for self serve are transit, roads, and waste. Transit recently introduced a self serve app. Waste is researching options. Roads is conducting preliminary work. • Under the Region's Service Strategy, a working group has been established to develop a consistent approach to self serve at the region and to identify key opportunities based on citizen input. Citizen Service is leading this working group.

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Program Service Description $100 FIR Comparison Corporate This section of Citizen Service provides consulting and (All Corporate Mgmt) communications activities to ensure that the Region $80 Department has a citizen centred approach to delivering and improving services. The Region of Waterloo follows $60 Human Resources & the service improvement methodology developed by Citizen Service the Institute for Citizen Centred Service (ICCS). This $40 Service Type section of Citizen Service also provides leadership to the organization to ensure compliance with the $20 External Accessibility for Ontarians with Disabilities Act (AODA) and implements service improvement projects aimed $- Budget ($,000s) at improving access for diverse clients under our Waterloo York Peel Niagara Halton Durham corporate Diversity Strategy. Governance/Capita Corp Mgmt/Capita Prog Supt/Capita Compensation $154 Supplies & $0 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 • As this is a new service area for the Region, there is little significant historical data. • This is an Internal service provided to all Regional Capital $0 • In a year, this team will be involved in 5-6 large departments. Allocations $0 scale service improvement initiatives, 6-10 mid size • There is no service level standard for this type of service. improvement projects. Total Costs $154 • This tends to be an emerging area in many organizations, at • Ongoing support and consultation is also provided User Fees $0 times it includes an organizational development focus and • The organization has 1.3 permanent FTE’s and 1.4 project management focus. Other Gov $0 temporary FTE’s. • Many mid to large sized municipalities have dedicated Int Recoveries $0 teams to this role, often integrated with service Property Taxes $154 improvement teams. Total $154 Revenues

FTEs 1.3

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Department: Planning, Development & Legislative Services

1. Departmental Management and Support Services 2. Governance and Civic Engagement 3. Legal 4. Information Management 5. Printing, Design and Delivery Services 6. Provincial Offences Administration 7. Growth Management 8. Analytics 9. Environment 10.Licensing and Enforcement 11.Economic Development 12.Waterloo Regional Airport 13.Museums 14.Cultural Heritage © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 79 15.CooperativeLibrary (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Departmental Management & Support Services

Program Service Description $100 Small business unit, the budget includes salaries and FIR Comparison Corporate $80 (Corporate Management) benefits of Commissioner and Administrative Assistant, temporary staffing, funds for special needs Department $60 consulting services, and training and development Planning, Development funds, reserves, and interdepartmental charges. & Legislative Services $40

Service Type $20 Internal $- Waterloo York Peel Niagara Halton Durham Budget ($,000s) Expenditure/Capita

Compensation $395 Supplies & $202 Performance Rationale For Service Level Assessment & Service Services Type • Commissioner's offices in other Regions are highly Grants & Pmts $0 variable in scope and resources. • Represents a small business unit to lead the Department. Capital $5 • Most recently, Departmental communications staff (2) have Allocations $80 been transferred to the new Office of Regional Economic Development. Total Costs $682 User Fees $0 Other Gov $0 Int Recoveries $0

Property Taxes $682 Total $682 Revenues

FTEs 3.5

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Program Service Description $9 $8 FIR Comparison Region of Waterloo is an upper tier municipality, as (Governance) Corporate defined under the Municipal Act and predecessor $7 Department legislation the Region Municipalities Act and Region of $6 Waterloo Act. The Council is composed of the Regional $5 Planning, Development Chair and eight Regional Councillors – all directly $4 & Legislative Services elected, and the mayors of the seven local $3 municipalities. Service Type $2 Staff in the service area provide executive level $1 External/Internal assistance, impartial advice, governance policy $- Budget ($,000s) assistance, and management of government decision- Waterloo York Peel Niagara Halton Durham making processes that support elected officials and the Expenditure/Capita Corporation. Compensation $2,029 Supplies & $256 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI reports that the cost of governance and Capital $49 corporate management in the RoW is lower than most, • This is an essential service, set out in legislation. at 1.3% of municipal costs, vs. 1.7% on average. Allocations $106 • The size of Council is set in legislation with a prescribed In 2014 there were 22 Council meetings, 63 Standing process for making any change. Total Costs $2,440 Committee meetings, 45 advisory committee and • The expenditures to support Council are not defined by User Fees $0 Board or Foundation meetings. legislation, but are lower than the other regions. Other Gov $0 The 2013 OMBI measures shows the Clerk's Int Recoveries $434 operating costs to support the Council and Committees per $1,000 municipal operating costs to Property Taxes $2,006 be $0.80. This is below the median and average cost of $.97 and $1.08. This has been the case consistently Total $2,440 over the past 3 years. Revenues

FTEs 10.5

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Sub-Services

Service Level Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) & Source Type Notes

Council Representation Compensation $1,333 User Fees $0 S E 3.0 • 1 Regional Chair. • 1 Regional Chair and 15 Supplies/Svcs $211 Other Govs $0 • 15 members of Council – 8 Councillors members of Council. Allocation $68 Int Recovery $305 L/C 1/3 and 7 Mayors. • Staff provide executive level Capital $40 Property Tax $1,347 support and assistance to the • 3.0 support staff (not legislated). elected officials and their Grants $0 constituents, provide protocol Total $1,652 Total $1,652 and official services for events, and the activities of Regional council.

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Sub-Services

Service Level Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) & Source Type Notes

Governance Support Compensation $696 User Fees $0 S I/E 7.5 • All official correspondence to be sent to Legislated provision of services to Supplies/Svcs $45 Other Govs $0 parties within 3 business days of the Council, Committees, Boards, the Allocation $38 Int Recovery $129 L/M 1/3 Council meeting 96% of the time. Corporation, and the public by way Capital $9 Property Tax $659 • In 2014 there was a municipal election. of: • Non-partisan, expert advice, Grants $0 advice to the government as a Total $788 Total $788 whole. • Governance policy development. • Managing the elections operations. • Managing the government decision-making processes (Agendas, minutes, bylaws, webcasting).

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$100 Program Service Description A business support service provided to the Corporation FIR Comparison Corporate $80 and indirectly to all residents offering legal (All Corporate Mgmt) Department advice/opinion, legal drafting, and $60 representation/advocacy before courts and tribunals. Planning, Development $40 & Legislative Services Legal Services facilitates the ability of the Region to advance its policy goals, and deliver its services. Service Type $20

Internal $- Waterloo York Peel Niagara Halton Durham Budget ($,000s) Expenditure/Capita

Compensation $2,382 Supplies & $223 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI reports RoW uses external legal counsel for less of its legal services (27%) than most (32% • Legal Services is an internal service, serving other Regional Capital $17 median) and that the costs per hour of legal services departments. provided in-house is lower at $121 than median Allocations $84 • It provides a standard level of service responding to client ($144). Total Costs $2,706 needs by protecting Regional interests. User Fees $40 Other Gov $183 Int Recoveries $929

Property Taxes $1,554 Total $2,706 Revenues

FTEs 20

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Solicitor Advice Compensation $815 User Fees $22 S I 5.6 Advisory, drafting, negotiation and review Supplies/Svcs $82 Other Govs $100 of business and activities of municipal Allocation $23 Int Recovery $510 M corporation and boards and agencies it Capital $6 Property Tax $294 controls. Facilitate proper and effective Grants $0 exercise of Municipal powers, activities and decision making through legal Total $926 Total $926 opinion and advice.

Prosecution Compensation $897 User Fees $0 S I 8.0 • There were approximately 12,100 Prosecution of charges under Regional Supplies/Svcs $74 Other Govs $0 prosecutions handled by staff in 2014. By-laws, the Provincial Offences Act of Allocation $43 Int Recovery $0 Ontario and the Contraventions Act of M Canada. Capital $6 Property Tax $1,020 Grants $0 Total $1,020 Total $1,020

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Civil Litigation Compensation $192 User Fees $5 S I 1.7 • A wide range of litigation matters are both Protect rights and legal interest of the Supplies/Svcs $19 Other Govs $24 pursued and defended against to protect the Regional interests Region through Courts/Tribunals and Allocation $5 Int Recovery $120 M 3 alternative dispute resolution. Attend and Capital $2 Property Tax $69 • Resource allocation and outcomes are dependent upon the complexity and represent the Region in civil litigation. Grants $0 circumstances of legal proceeding on a case Total $218 Total $218 by case basis

Real Estate Transactions Compensation $478 User Fees $13 S I 4.7 • There are approximately 320 land acquisition Acquisition/Expropriation of Lands for the Supplies/Svcs $48 Other Govs $59 matters being handled by realty staff Region's capital projects, including presently negotiation of Agreements of Purchase Allocation $13 Int Recovery $299 M • In addition, realty staff handle approximately and Sale, Expropriations Act notices and Capital $3 Property Tax $171 100 transactions pertaining to utilities (eg. procedure, negotiation and settlement of Grants $0 easements) and encroachments agreements compensation including arbitration before Total $542 Total $542 relating to road allowances the Ontario Municipal Board and development agreements and related land acquisitions/dedications. Disposition of lands surplus to the Region's needs.

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Program Service Description $25 Provides a full lifecycle management of paper and FIR Comparison Corporate electronic records including Corporate Archives $20 (All Corporate Mgmt) Department (external facing) and an open data service. $15 Planning, Development Provides advisory and request processing services in & Legislative Services respect to information access and privacy protection $10 Service Type including a growing privacy impact assessment process. $5 Internal $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Prog Supt/Capita Compensation $720 Supplies & $105 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI data shows the complexity of the Region's formal MFIPPA requests. Only 58% of the requests • This is an Internal Service supporting other business units, Capital $95 received could be completed within the 30 day with an External component that processes information requirement whereas 42% of the requests involved Allocations $72 requests. complex 3rd party issues that resulted in delays Total Costs $992 recognized by the legislation and extensions. • The service level is high because of the establishment of the full electronic document management system. User Fees $0 OMBI data show the Records and Archives staff costs • There has been a reorganization in this area as of Other Gov $15 per capital are $0 .99, slightly above the median of December 2014. The Access and Privacy Advisor has $0.83 but below the average of $1.64. Int Recoveries $86 retired and the position has been repurposed in IM&A

Property Taxes $891 Total $992 Revenues

FTEs 7.0

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Records Management, Retention Compensation $618 User Fees $0 S + I / E 6 • The Region made a choice in 2000 to establish a full and Archives Supplies/Svcs $89 Other Govs $13 electronic documents management system (1of 2 in the OMBI group). Provide information to the public and Allocation $61 Int Recovery $76 L/M 3 information management support to staff. Capital $95 Property Tax $775 • It is also in the process of conducting a vital records service in conjunction with Business Continuity Grants $0 service. Total $863 Total $863 • Full corporate archival service.

Access and Privacy Compensation $102 User Fees $0 S I / E 1 • Region of Waterloo's approach to MFIPPA is to Administration Supplies/Svcs $16 Other Govs $2 practice routine disclosure rather than requiring the filing of formal requests. The Access and Privacy A legislated provision supporting the Allocation $11 Int Recovery $9 L Advisor spends considerable time (35%) discussing public’s right to access information in Capital $0 Property Tax $117 routine disclosure with departments and individual accordance with the Municipal Freedom staff persons so that requests are diverted or not of Information & Protection of Privacy. Grants $0 Total $128 Total $128 filed. • OMBI reports RoW receives fewer Freedom of Information (MFIPPA) requests (8 per 100,000 population) than most regions. Halton and Durham are about the same, but Niagara receives up to 30. However it costs the RoW $2,151 per request to process, while the average is only $1,005 among regions. This amount is much higher than the $782 average cost among single tier cities. • The cost associated with this service will change based on the reorganization outlined in previous page.

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Program Service Description $100 Corporate publishing provides in house printing FIR Comparison Corporate including the operation of presses, graphic design $80 (All Corporate Mgmt) Department services, mail and courier services. Corporate publishing is also responsible for the asset, vendor and $60 Planning, Development inventory/consumables management of all printer & Legislative Services devices purchased at the Region. $40 Service Type $20 Internal $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Governance/Capita Corp Mgmt/Capita Prog Supt/Capita Compensation $761 Supplies & $925 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 • No OMBI measures exist. • Corporate Publishing currently recovers • These are internal services that support other departments. Capital $14 approximately 75% of all is expenditures. Allocations $44 Total Costs $1,744 User Fees $12 Other Gov $0 Int Recoveries $1,359

Property Taxes $373 Total $1,744 Revenues

FTEs 9.5

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Mail and Courier Services Compensation $58 User Fees $1 S I .7 • Mail/postage costs are recovered through A business support service provided to Supplies/Svcs $76 Other Govs $0 interdepartmental charges – staff time is not recovered. the Corporation offering internal courier Allocation $3 Int Recovery $54 M 2 services between Regional facilities. Capital $1 Property Tax $83 • Only unscheduled courier runs are recovered from a department. A business support service provided to Grants $0 the Corporation offering distribution Total $138 Total $138 • There are 30 scheduled courier runs. and collection of mail.

Publishing and Design Services Compensation $703 User Fees $11 S I 8.8 • Design costs are recovered at a rate of $45.00 A business support service provided to Supplies/Svcs $849 Other Govs $0 per hour whereas the external cost per our contract is $80.00/hr and the external average the Corporation offering document Allocation $41 Int Recovery $1,305 M 2 would be closer to $100.00/hr. printing. Produces both on-line and Capital $13 Property Tax $290 hard copy designs. • Our click rate (cost per page) is comparable to Grants $0 the outside organizations. Average turn around Total $1,606 Total $1,606 time for design to first proof was 7-10 days in 2013, 10 -15 days in 2014 due to a staff vacancy. • 97% of all print deadlines were met.

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$25 Program Service Description $20 FIR Comparison Corporate A public court service required under the Provincial Offences Act. This service provides administrative $15 Department support including court room scheduling and $10 Planning, Development management, processing of charges, collecting fines, & Legislative Services default fine collection management, and maintaining $5 financial records. Service Type $- Waterloo York Peel Niagara Halton Durham $(5) External $(10) Budget ($,000s) Expenditure/Capita Net of Revenues Compensation $1,564 Supplies & $932 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI reports RoW staff handle an average number of POA charges (6,654 vs. 6,709 average) and that the • Cambridge and Kitchener Court have been merged as of Capital $21 cost per charge ($68.31) compares to the average January 1, 2015 to allow for greater flexibility in court room ($68.44). Compared to other jurisdictions, the service Allocations $167 scheduling and better allocation of staff resources. provides a greater net revenue for Waterloo. Total Costs $2,684 The fine collection rate recently jumped to 57%, above User Fees $7,498 the average of 48%. Other Gov $172 Int Recoveries $25

Property Taxes -$5011 Total $2,684 Revenues

FTEs 18.7

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source POA Administration Compensation $1,316 User Fees $4,794 S E 15.2 • Payments are processed through the ICON A provincially legislated service to Supplies/Svcs $729 Other Govs $172 (Integrated Courts Offence Network) system as mandated by the Provincial Government (Ministry of process charges and payments received Allocation $144 Int Recovery $25 L/M 1 the Attorney General). from defendants as voluntary pre-paid Capital $18 Property Tax $-2,784 • E-ticketing is currently being implemented. Data fines or after conviction in a courtroom Grants $0 hearing. from police will be transferred directly to ICON, Total $2,207 Total $2,207 freeing resources to undertake other tasks. This item was identified as an improvement area back in 2007 when a review was completed for POA.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source POA Collections Compensation $247 User Fees $2,704 S E 3.5 • Improvements need to be made to the collection A provincially legislated service to allow Supplies/Svcs $204 Other Govs $0 tools available to municipalities. Bill 31 currently before the legislature will allow HTA matters to be for collection from defendants with Allocation $23 Int Recovery $0 M 2 added to the driver's plate. Since plates are outstanding fine. Capital $3 Property Tax $-2,227 renewed more often than driver's licenses the fine Grants $0 should appear more quickly. Two other Total $477 Total $477 improvements municipalities would like to have are: • Charge interest on over due amounts similar to the 407. • Court processes currently allow a JP to set the fine payment schedule regardless of any demonstrated need. • Currently in the POA court the number of charges is down. This allows a faster turn around with respect to the processing of charges that could have resulted in a higher collection rate. The earlier you can collect money the better the collection rate will be and the less cost that will need to be expended on external collection agencies. • The Region of Waterloo had the highest collection rate in 2013. Usually we have been closer to the average of 48%.

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Program Service Description $16 FIR Comparison The planning process seeks to direct future growth and $14 Community Planning Planning and Zoning development within the Region, consistent with the $12 Department community vision established through the Regional $10 Official Plan, as well as in conformity with provincial $8 Planning, Development legislation and policy direction within a two-tier system & Legislative Services of governance. $6 Service Type $4 $2 External $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Performance Expenditure/Capita Net of Revenues Compensation $2,355 OMBI reports the RoW spends $13.76 per resident on planning activities, second to Halton among regions Supplies & $27 reported. The Community Planning costs includes a Rationale For Service Level Assessment & Service Services grant service related to environmental stewardship, Type Grants & Pmts $0 administration of a Brownfield Financial Incentive • The basic Growth Management services are Mandatory service as well responsibility for the management of services, required by provincial legislation. Some studies Capital $298 Regional Forests and the Kissing Bridge Trailway, are a traditional municipal service designed to support Allocations $9 which would not be found in most regional planning municipal projects and/or development. groups. Total Costs $2,689 • Service levels are generally at standard. User Fees $377 In reporting on this measure ,OMBI identifies five general overall influencing factors that affect the ability Other Gov $0 to compare between the municipalities reported on in Int Recoveries $53 relation to this metric. Specific reference needs to be made to these influencing factors as contained in the Property Taxes $2,259 OMBI report when considering the data provided above. Additional dialogue is also provided in the Total $2,689 report identifying structural issues relating to where Revenues certain services are located within an organization that FTEs 21.3 could directly affect comparisons between municipalities.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Official Plans Compensation $381 User Fees $0 S E 3.4 • The ROP was adopted by Regional Council in June The RoW is mandated by the Planning Supplies/Svcs $0 Other Govs $0 2009 and is currently under appeal before the Act to adopt and maintain a Regional Allocation $1 Int Recovery $0 M 1 Ontario Municipal Board in its entirety. The ROP is Official Plan (ROP). Amendments Capital $63 Property Tax $445 also currently the subject of three applications (changes) of the ROP are required to before Divisional Court. ensure the plan is kept up to date with Grants $0 • In addition to the ROP, four local municipal official changing provincial directives and to Total $445 Total $445 reflect changing community growth plans have also been appealed to the Board for aspirations. The RoW is also responsible adjudication. for approval of Local Official Plans and • Regional staff have participated in the preparation official plan amendments which must of updates to the Township of North Dumfries and conform to the ROP. Township of Wellesley Official Plans, and have been requested to undertake a similar role in the Township of Wilmot. • Updates to each of the Official Plans is required by the Planning Act (at a minimum ) every five years.

Special Studies and EAs Compensation $563 User Fees $0 S E 4.9 • This is an on-going activity that responds to The RoW planning staff regularly Supplies/Svcs $7 Other Govs $0 requests for RoW participation in studies participate in the completion of a variety Allocation $2 Int Recovery $3 M 3 undertaken by the Region, local municipalities, the of studies and EA processes including GRCA, the Province, various development Capital $59 Property Tax $628 sub watershed studies, infrastructure interests, universities, and multiple non-profit Grants $0 master planning, environmental review, research organizations. community planning, infrastructure Total $631 Total $631 approvals, and development charge by- • This function is important to address Regional laws in support of the planning process. infrastructure, municipal source water protection, and Regional interest in various environmental designations / features.

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Development Review & Approvals Compensation $1,276 User Fees $377 S E 11.8 Community Planning staff coordinate, review, and approve Planning Act applications where applicable. The RoW is responsible for the review Supplies/Svcs $20 Other Govs $0 and approval of official plan amendment, The responsibility for this activity is as assigned plan of subdivision, plan of condominium, through the Planning Act and associated regulations. and part lot control by-law applications. Allocation $6 Int Recovery $50 M 1 The RoW received and processed 674 Planning Act In addition, the RoW is responsible for applications in 2014. providing comments related to the local Capital $9 Property Tax $884 municipal processing of zoning bylaws, site plans, consents and minor variances. The RoW provides comments on behalf Grants $0 of itself and five Provincial Ministries in Total $1,311 Total $1,311 accordance with an MOU entered into between the Province and the RoW in 1996.

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Brownfield Incentive Compensation $135 User Fees $0 S+ A 1.2 Between 2007 to year end 2014, grants valued at $27,592,114 (all grants) have stimulated brownfield Community Planning is responsible for Supplies/Svcs $0 Other Govs $0 administration and delivery of the redevelopment with total assessment value increases Regional Brownfield Financial Incentive. Allocation $0 Int Recovery $0 M 4 of $226,594,840 (TIG only). This service is designed to encourage Environmental Site Assessment Grants: Capital $167 Property Tax $302 the re-use of industrial lands no longer • 21 applications approved used for industrial purposes consistent Grants $0 • 13 applications approved in the Central Transit with the Official Plan and current Total $302 Total $302 Corridor economic requirements. • total value $574,053 Regional Development Charge (RDC) Exemption: • 10 applications approved • 3 applications approved in the CTC • 1 application approved in Townships • total value $10,585,375 Tax Increment Grant: • 9 applications approved • 5 applications approved in the CTC • total value $16,432,685

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Program Service Description The Research and Analytics Group develops population Community Planning and employment forecasts, monitors land use, Department economic, housing and demographic indicators, tracks and analyses development application data, analyzes Planning, Development census and NHS data, and provides continued support & Legislative Services for infrastructure planning and monitoring. Analyzing Service Type and forecasting patterns of employment and population location within rapidly changing urban regions requires a External thorough understanding of the processes affecting urban development, and the models and tools Budget ($,000s) appropriate to measure and predict the structure of the evolving Region. Compensation $399 Supplies & $18 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 There is no comparable FIR or OMBI measure. This service is largely internal, supporting the work of other Capital $5 departments, but it also responds to information requests from Allocations $1 outside the Regional organization. In addition to regular data collection, interpretation and analysis, the Research and Total Costs $423 Analytics Group deals with between 550 and 650 information User Fees $0 requests annually from various Regional Departments, Area Municipalities, school boards, community organizations, Other Gov $0 universities, Conestoga College, and economic development Int Recoveries $0 agencies.

Property Taxes $423 Total $423 Revenues

FTEs 4.0

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Program Service Description In addition to development review and environmental Community Planning policy development profiled elsewhere, the RoW Department provides a wide range of services relating to environmental sustainability (corporate and community Planning, Development based services seeking to reduce the environmental & Legislative Services footprint) and stewardship activities such as management of the Regional Forest System, and Service Type management of the RoW Stewardship Fund. Provide leadership in the implementation of a broad range of External both sustainability and stewardship services within the community. Budget ($,000s)

Compensation $242 Supplies & $80 Services Performance Grants & Pmts $0 • The RoW has long been a leader in environmental protection. Capital $387 • Established the first Environmentally Sensitive Allocations $1 Policy Area (ESPSs) and first Environmentally Sensitive Landscape designations in the Province. Rationale For Service Level Assessment & Service Total Costs $710 Type • Was the first to mandate watershed planning as a User Fees $0 requirement to support urban development. The Stewardship activities are a traditional municipal role. Other Gov $0 • The RoW is also providing leadership in The Sustainability activities are discretionary, reflecting environmental matters through financial incentive community values and needs, although over time, they are Int Recoveries $0 services that leverage other available funds to becoming more central to many municipal processes. They Property Taxes $710 complete environmental stewardship projects, are rated “S+” reflecting the Region’s leadership in this area manage the Regional Forest system, and provide and dedicated resources. Total $710 advice on stewardship and sustainability matters to Revenues various agencies and the community. FTEs 2.2

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Sustainability Compensation $110 User Fees $0 S+ I/E 1.0 • With limited resources for implementation, The Sustainability Strategy essentially is Supplies/Svcs $0 Other Govs $0 sustainability staff have relied on a leveraged the framework for RoW to continually approach to service delivery by developing external Allocation $0 Int Recovery $0 M 4 reduce its corporate environmental partnerships and internal collaboration with various Capital $52 Property Tax $162 footprint as well as influence the stakeholders towards assessing and improving community to do the same through Grants $0 corporate and community sustainability. enabling services provided by the Total $162 Total $162 Region. Implementation responsibilities • Internal collaborations have been used to develop involve applying a Sustainability Lens to the corporate energy plan, green purchasing guide four main areas of Regional decision- and infrastructure Master Plan reviews leading to making as the primary means to feasibility studies such as the proposed energy influence environmental impact: from waste thermal treatment plant as an 1. Planning; alternative to landfilling municipal solid waste. 2. Purchasing; • Recently a review of the 1st five years of 3. Infrastructure and Asset implementation identified several challenges to Management; and, improve upon moving forward including 4. Office and Field practices (e.g. use of paper, mode of business travel). incorporating sustainability mandates and targets Implementation actions are spread into departmental and budget plans, with the goal across five focus areas: of spreading accountability across the organization 1. Air/energy (including GHG and to integrate performance measurement of emissions); environmental metrics with other mainstream 2. Land; measures focused on service delivery and financial 3. Water; effectiveness. 4. Waste and Material Resources; and, • These improvements will be essential for the RoW 5. Culture (people's behaviors and to reach its various goals as well as to effectively attitudes). address current challenges and opportunities such as adapting to changing climate conditions and engaging in integrated community energy planning as an important foundation to successful local economic development.

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Stewardship Compensation $132 User Fees $0 S E 1.2 • Implement the Regional Forest Management Plan, Stewardship functions performed by the Supplies/Svcs $80 Other Govs $0 2007-26 for 16 Regional woodlands. This involves RoW include Management of Regional day-to-day maintenance of the publicly-accessible Allocation $1 Int Recovery $0 M 2 Forests, Forestry and tree management, tracts. In co-operation with the Waterloo Cycling Capital $335 Property Tax $548 Kissing Bridge Trailway partnership, Club, we offer a premier mountain-biking Community Environmental Fund Grants $0 opportunity in the Petersburg Regional Forest. Serve on Stewardship bodies Total $548 Total $548 Including the Waterloo Stewardship • Regional staff administer the Community Council, inter-municipal Tree By-law Environmental Fund. Typically, there are about 20 officer, and Regional Forest manager stewardship projects each year. working groups, inter-municipal trail • Regional staff provide technical advice to Area liaison group, and liaison with Goderich- Municipalities and private landowners on the to-Guelph Rail Trail Inc. Regional staff management of woodlands, to Transportation and are also currently co-chairing an ad hoc Environmental Services staff on tree management working group to investigate the on Regional roads and wellheads, and to by-law establishment of a community based Enforcement staff on the Regional Woodland conservation land trust. Conservation By-law.

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Program Service Description Total Licenses Issued by Year The Region issues taxicabs, limousine, salvage yard 1400 Public Health and Safety and second hand shop licenses. 1200 Department It provides enforcement services for Regional By-laws, 1000 Planning, Development and Provincial statues including the Smoke Free Ontario & Legislative Services Act. 800 600 Service Type It provide business licensing related inspections for legislatively defined matters. 400 External 200 Budget ($,000s) 0 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 Compensation $716 * Includes Taxi-Cab, Limousine, Special Transportation, Salvage Yards, Second-Hand Shops Supplies & $72 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI information show ROW is substantially below the number of licenses issued per 100,000 population. • The Smoke Free Ontario inspections are mandatory, Capital $37 required by provincial legislation. The licencing is a OMBI data also shows the Regional cost for licenses Allocations $26 traditional municipal experience. The Region of Waterloo is per 100,000 population is extremely low at $32,426, limited by legislation in what it can license. For most licence Total Costs $851 compared to the median of $417,965. categories, the area municipalities have authority. User Fees $210 These numbers reflect the limited role the Region has, • Service levels are generally at standard, although the Other Gov $0 compared to most licence issuers, who are single tier Smoke Free Ontario service does exceed provincial or lower tier municipalities. There are no other Upper requirements. Int Recoveries $383 tier Municipalities in a similar position at this time. Property Taxes $258 Total $851 Revenues

FTEs 8.2

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Licencing Compensation $487 User Fees $211 S E 6.2 • The Region of Waterloo licenses: The Region issues licenses for Supplies/Svcs $55 Other Govs $0 • Taxis - 5 Brokers Licenses, 336 Regular Taxi-Cab taxicabs, limousines, salvage yards Allocation $25 Int Recovery $174 C 3 Owner Licenses, 21 Accessible Taxi-Cab Owner and second hand shops. Capital $37 Property Tax $218 Licenses, 659 Taxi-Cab Driver’s Licenses Grants $0 • Limousines - 102 licenses Total $603 Total $603 • Special transportation – 3 licenses • One inspection required per year on above noted vehicles, random follow up if problems determined • Salvage Yards – 23 licenses inspected 2x per year • Second Hand Goods – 80 licenses inspected 2x year • Licensing and Enforcement Services responded to 717 by-law complaints, 182 Weed complaints in the last 12 months.

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Smoke Free Ontario Compensation $229 User Fees $0 S+ E 2 • Under the Provincial Directive the Region is This service involved inspection of Supplies/Svcs $17 Other Govs $0 required to conduct mandatory youth access tobacco vendors inspections and tobacco vendor display and Allocation $2 Int Recovery $209 L 1 promotion inspections. Capital $0 Property Tax $40 • In both areas the Region has completed the Grants $0 required inspection at a 99.3% or higher, exceeding Total $248 Total $248 the Ministry requirement of 94% inspection rate. • 322 vendors were inspected twice with an officer and youth test shopper. • 326 vendors were inspected once.

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Program Service Description Unemployment Rates for the Kitchener-Cambridge- Working collectively and cooperatively, regional Waterloo CMA, 2008-2014 (annualized) Community Development economic development is committed to encouraging 12 and facilitating balanced development that fosters the 9.7 Department 10 creation and preservation of good jobs, enterprises, and 8.1 services while at the same time preserving and 8 Planning, Development 6.7 6.6 6.9 enhancing an attractive quality of life. 5.9 6.4 & Legislative Services 6 % Service Type 4

External 2

0 Budget ($,000s) 2008 2009 2010 2011 2012 2013 2014 Unemployment rate Compensation $340 Source: Statistics Canada, 2014 Labour Force Survey by Census Metropolitan Area, based on 2011 Census boundaries and expansion factors Supplies & $115 Performance Services Rationale For Service Level Assessment & Service Grants & Pmts $1,173 Please see next page. Type Capital $947 • Economic development is a traditional municipal service, although the grants to support targeted developments is a Allocations $8 discretionary service offered to achieve local priorities. Total Costs $2,583 • The intensive commitment to the development of the Hub is User Fees $240 a higher level of service than standard. Other Gov $0 Int Recoveries $0

Property Taxes $2,343 Total $2,583 Revenues

FTEs 3.0

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Strategy Development Compensation $340 User Fees $0 S E 3.0 Details of a new economic development corporation The development of an economic Supplies/Svcs $5 Other Govs $0 are currently being ratified by all Municipal Councils. development strategy based upon a The Region and all Area Municipalities, would be the Allocation $8 Int Recovery $0 M 3 comprehensive stakeholder engagement sole shareholders, with the Corporation governed by Capital $3 Property Tax $356 process, as well as extensive research an independent Board. and analysis of a future both desired and Grants $0 possible. Total $356 Total $356

Economic Development Grants Comp $0 User Fees $0 S E 0.0 Economic Development Grants The Region of Waterloo offers a number Supplies/Svcs $0 Other Govs $0 In this Service Review there is $957k which includes of grant services for property owners and the following: developers to help offset costs of Allocation $0 Int Recovery $0 M 4 • CTT-Technology Triangle $468 improvements and conversions of Capital $0 Property Tax $1,173 • Communitech $35 heritage properties, core area properties • Tourism Organizations $300 Grants $1,173 and buildings and LEED certified • Economic Development and Promotion (EDP buildings. Total $1,173 Total $1,173 council) $154 • Additional funds to support new Economic Development Corporation $216,000 Region provides funding to organizations and activities viewed as important to the development of the economic development eco-system.

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Multi-Modal Hub Compensation $0 User Fees $240 A E 0.0 Site now zoned. Environmental Assessment work The RoW is developing a multi-modal Supplies/Svcs $110 Other Govs $0 complete. Additional assessment of fiscal options to hub at the corner of Victoria and King Finance being explored. Discussion with Metrolinx Allocation $0 Int Recovery $0 M 4 Streets that will link Go Rail, VIA Rail, also occurring, as daily GO Train service is expanded Capital $944 Property Tax $814 intercity bus, the ION rapid transit in 2016. system, and GRT with other modes of Grants $0 transportation to provide internal and Total $1,054 Total $1,054 external transportation connections for the residents of the Region.

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$16 Program Service Description $14 FIR Comparison Economic & Cultural Air Transportation Development The Region of Waterloo operates an airport in $12 accordance with Transport Canada regulations $10 Department providing all season facilities for airlines, ground handlers, Canada Customs and Security to process $8 Waterloo Regional passengers. $6 Airport $4 Service Type Westjet, American Airlines and Sunwing are scheduled carriers for the airport. The Region is also landlord for $2 External approximately 50 privately owned and operated $- buildings on the airport campus (land leases). Waterloo York Peel Niagara Halton Durham Budget ($,000s) Expenditure/Capita Net of Revenues

Compensation $2,327 Supplies & $1,965 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 The other Regional Governments do not operate airports. • The airport is a discretionary service, operated to achieve Capital $4,217 community goals and objectives, largely related to The WRA is: Allocations $798 economic development. • Busiest General Aviation Airport in Ontario • Service level determined by Transport Canada – Certified Total Costs $9,307 • Fees lowest among peer Ontario Airports Airports. User Fees $4,151 • Very high fixed cost structure • Only using 50% terminal capacity currently Other Gov $0 • Almost all asphalt is within 6 years old Int Recoveries $0 • 2014 record number of passengers (145,500). Property Taxes $5,156

Total $9,307 Revenues

FTEs 27.0

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Airport Support Services Compensation $375 User Fees $0 S E 5.5 • Accounts Payable Provide management and back office Supplies/Svcs $52 Other Govs $0 • Budgeting support services such as finance & Allocation $0 Int Recovery $0 M 4 administration, to support airport • Lease Administration (50 leases) operations. Capital $3 Property Tax $430 • Invoicing Grants $0 • General Administration Total $430 Total $430 • Filing

Business development and Comp $251 User Fees $50 S E 2.75 • Traditional marketing efforts marketing Supplies/Svcs $268 Other Govs $0 • Social Media Provide business development initiatives Allocation $3 Int Recovery $0 M 4 • Communications for new businesses (on airport campus) Capital $1 Property Tax $473 and airlines to locate to the airport. • Event Management (20 events) Grants $0 • Advertising Sales Total $523 Total $523

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Airport Operations Compensation $1,445 User Fees $4,101 S E 16.5 • AOS Model – cross trained Airport Rescue Operate the airport in accordance with Supplies/Svcs $1,634 Other Govs $0 FireFighters / Maintenance Transport Canada regulations. Allocation $777 Int Recovery $0 M 4 • 4 crews of 3 AOS (1 LeadHand, 2 AOS) Provide all season facilities for airlines, Capital $365 Property Tax $120 • Supplement with 4 seasonal employees (Nov – ground handlers, Canada Customs and Grants $0 March) Security to process Total $4,221 Total $4,221 • Groundside maintenance contracted out passengers.

Construction & Development Compensation $256 User Fees $0 S E 2.25 • No expansion projects currently scheduled This activity includes the debt payments Supplies/Svcs $11 Other Govs $0 • Capital budget is $27,412,000 over 10 years on funds borrowed to develop the airport • 2015 net property tax levy $5.1M (proposed) facilities and the costs of ongoing facility Allocation $18 Int Recovery $0 M 4 upgrades and lifecycle replacement. Capital $3,848 Property Tax $4,133 Grants $0 Total $4,133 Total $4,133

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Program Service Description $16 $14 FIR Comparison Economic & Cultural This service involves the administration, operation and Museums Development $12 promotion of Waterloo Region Museum, Doon Heritage $10 Department Village, Joseph Schneider Haus and McDougall Cottage which include exhibit galleries, heritage buildings, $8 Planning, Development community spaces and gift shops. Also the Region of $6 & Legislative Services Waterloo Curatorial Centre and designated Class A $4 storage at JSH, which together house about 55,000 Service Type historical artifacts and one million archaeological $2 artifacts. External $- Waterloo York Peel Niagara Halton Durham Budget ($,000s) Expenditure/Capita Net of Revenues

Compensation $3,385 Performance Supplies & $912 Rationale For Service Level Assessment & Service • The Region of Waterloo museums outperform most Services Type municipal museums in Ontario across a spectrum Grants & Pmts $0 of service levels. For example: • WRM/DHV and JSH meet the basic standards for museum Capital $2,776 • Earned revenues as a % of net operating budget operations established by the Province of Ontario (Ontario (ie excluding capital costs) for Waterloo Region Heritage Act, Reg 877R.R.O. 1990 as amended) including Allocations $1,237 Museum is 19% as compared to Grey Roots (Grey days of operation and housing collections; they receive County) 15%. Total Costs $8,310 Provincial Community Museum Operating Grants (CMOG). • Average number of museum members for User Fees $164 municipal museums in Ontario is fewer than 200; • Museums are a traditional service offered by the Region of Waterloo Museums has in excess of municipalities. Of the ~200 museums receiving CMOG, Other Gov $154 800 members. 112 are owned and operated by a municipality. Int Recoveries $0 • Earned revenue of $558,500 in 2014 is 28% increase over 2012. • Museums in Ontario operate at a wide range of service Property Taxes $7,992 • 2014 attendance: WRM/DHV – 88,218 ; JSH – levels. The museums operated by the Region of Waterloo 15,085; MCD - 3811 meet or exceed the basic standards of professional Total $8,310 practice in the museum industry. Revenues • Additional comparative data will be available later in 2015 from Ontario Museum Association • Clients include school groups (K through high school), FTEs 52.1 benchmarking project and MCTS data extraction community organizations, public, and event promoters. request. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 111 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Museums

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Collections & Exhibits Compensation $552 User Fees $478 S E 5.9 • As result of a Review (completed in 2013), the WRM has 15000 sq ft long term gallery Supplies/Svcs $482 Other Govs $154 collection, development, and exhibit management where exhibits focus on the people, has been consolidated under one Supervisor. Allocation $1,179 Int Recovery $0 C 3 culture and history of Waterloo Region. • Responsible for conserving and storing over 55,000 Capital $2,776 Property Tax $4,357 Temporary exhibits in the 5000 sq ft artifacts; the Curatorial Centre is 95% full. gallery and throughout the building Grants $0 • Build and install about 10 exhibits per year at 3 sites appeal to defined audiences and spark Total $4,989 Total $4,989 • Currently implementing collection development community dialogue. JSH has 2 galleries software to better manage and access collection which showcase the Folk-Artist-in- documentation. Residence, the collections, and related themes. MCD exhibits art and artifacts • Acquire or receive through donation numerous related to Scottish Culture and local artifacts/collections per year. Anticipate significant history. collection from Maple Leaf/Schneiders in 2015. • WRM is a popular location for weddings, receptions, conferences, etc; 2014 visits included weddings 5275, external groups 6525, regional staff meetings 3034.

Education Compensation $2,494 User Fees $164 S E 42.6 • Visitor survey during Review found 88% "very JSH and WRM offer ~40 curriculum- Supplies/Svcs $173 Other Govs $0 satisfied" with experience. based programming from K to 12. Both • Changing school times, and transportation to the sites offer living history interpretation by Allocation $0 Int Recovery $0 L/IS 3 sites are current challenges. costumed staff. All sites host many other Capital $0 Property Tax $2,503 services, talks and events on weekends, • Would like to consider outreach opportunities. evenings etc. Grants $0 • Programming is required to receive Provincial Total $2,667 Total $2,667 Community Museums Operating Grant. • 2014 Education services: WRM/DHV – 26,344; JSH – 5284. • 2014 Casual/Event Visitors: WRM/DHV – 47031; JSH – 9801; MCD – 3811.

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Marketing Compensation $339 User Fees $0 S E 3.6 • All 6 marketing-related recommendations from 2012 A unified marketing service for all 3 sites Supplies/Svcs $257 Other Govs $0 Review have been implemented includes common website, landing page Allocation $58 Int Recovery $0 IS 3 • Advertise in approximately 25 publications per year with joint calendar of events, unified look for promotional material, joint marketing, Capital $0 Property Tax $654 • 95,000 unique visits to museum websites in 2014 notably half page space in Saturday Grants $0 • Participate in community events such as Heritage Record, unified annual marketing and Total $654 Total $654 Showcase and Doors Open promotion plan, and centralized • Reciprocal marketing initiatives, ex TheMuseum production of marketing materials. and KW Symphony

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Program Service Description $16 FIR Comparison $14 Economic & Cultural Cultural Services The Cultural Heritage servicemaintains and enhances $12 Development the Region’s quality of life and sense of place through: $10 Department heritage conservation, arts and culture development, archaeological and heritage review of Regional projects, $8 Planning, Development policies and development applications, facilitation of $6 & Legislative Services strategic cultural planning and funding partnerships, $4 community development and outreach, including arts, Service Type culture and heritage education and programming, $2 External special events, and public art acquisition, conservation, $- and collection management. Waterloo York Peel Niagara Halton Durham Budget ($,000s) Expenditure/Capita Net of Revenues

Compensation $285 Supplies & $92 Performance Rationale For Service Level Assessment & Service Services Type • Have commissioned 12 public artworks, using Grants & Pmts $914 funds from the Public Art Reserve Fund and capital • Municipal requirements to conserve archaeological and Capital $3 funds from major construction projects. heritage resources under the Planning Act, Environmental • There are plans for 12 future installations. Assessment Act, and Ontario Heritage Act. Allocations $5 • Host close to 15,000 visitors annually to the Doors • Providing grants to cultural organizations is a traditional Open event. municipal role. Total Costs $1,299 • WR Doors Open event is the fifth largest in the • In other Regions, functions likely distributed among User Fees $0 province and is 18th out of the 49 events in terms planning, economic development, transportation, etc. of cost/visitor attending the event. Other Gov $0 • Clients include internal staff, heritage Int Recoveries $0 organizations, arts organizations, area municipal staff, heritage volunteers, 2 public advisory Property Taxes $1,299 committees (HPAC and PAAC). Total $1,299 Revenues

FTEs 2.6

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Public Art Compensation $60 User Fees $0 B E 0.5 • Current funding is up to $30,000 from larger A service that commissions public art for Supplies/Svcs $0 Other Govs $0 building capital projects; previous annual allocation Regional properties; develops and of $65,000 was removed in 2014 budget. Allocation $0 Int Recovery $0 C 4 promotes opportunities for artistic • Many municipalities use 1% for public art guideline expression, arts education and audience Capital $0 Property Tax $60 for internal projects as well as development development by encouraging access to Grants $0 proposals. the arts for all. Total $60 Total $60 • Public Art Advisory Committee to consider Terms of Reference, membership, and funding options in 2015-2016.

Grants To the Arts Community Compensation $49 User Fees $0 S/B E 0.4 • For 2013-2015, Council approved grant funding A service that supports cultural funding to Supplies/Svcs $0 Other Govs $0 ($914,000 annually ) to 3 core arts and culture ensure a vibrant, inclusive and attractive organizations (KW Symphony, THEMUSEUM, community; provides a balance of Allocation $0 Int Recovery $0 C 3 Grand Philharmonic Choir) plus $41,000 leveraging funding to both Regional pillar Capital $0 Property Tax $963 funding for Creative Enterprise Initiative (CEI) to organizations and emerging artists. Grants $914 support emerging organizations. Total $963 Total $963 • Also includes $100,000 operating grant for CEI • Joint project with Kitchener and Waterloo currently underway to propose framework for future municipal funding approach. • Decision needed by Regional Council in 2015 on which organizations to fund for 2016-2019.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Heritage Policy Development and Compensation $176 User Fees $0 S I/E 1.9 • Respond to approximately 120 heritage review Implementation Supplies/Svcs $92 Other Govs $0 requests per year including Preliminary Design A mandated service that ensures Reports, archaeological potential, staff and Allocation $5 Int Recovery $0 L/C 1 archaeological and cultural heritage advisory committee comments and public resources are conserved through the Capital $3 Property Tax $276 information requests. Environmental Assessment and Grants $0 • Contribute $35,000 annually to support heritage development planning approvals Total $276 Total $276 conservation and research projects. processes; includes research, policy • The internal staff review of heritage and development, and maintenance of the archaeological resources potentially affected by Regional inventory of cultural heritage development or infrastructure plans ensures issues resources and archaeological potential are identified early. model. • Provide staff support to Heritage Planning Advisory Committee, 10 meetings per year.

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Program Service Description

Economic & Cultural The Region of Waterloo Library provides library Development services to residents of North Dumfries, Wellesley, Wilmot, and Woolwich through 10 branches and Department Library Headquarters. Services provided include print, audio-visual, and electronic collections and databases, Region of Waterloo courses with an emphasis on family literacy and Library technology training, community space, local history, Service Type public internet access and computers, and excellent staff service. External Budget ($,000s)

Compensation $2,113 Supplies & $374 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI and Regional FIR comparators reflect large urban library systems serving highly populated and • The Public Libraries Act requires each municipality to Capital $73 relatively compact areas. Using Cost Per Capita from maintain a public library service. the MTCS Annual Survey of Public Libraries, RWL is Allocations $242 • The Region of Waterloo Library serves the townships of at the lower end of the 5 systems with similar Wellesley, Wilmot, Woolwich and North Dumfries. Total Costs $2,802 population. • Like all county libraries in Ontario, RWL serves a broad User Fees $44 geographical area with a diverse range of communities. The data also indicates that, when compared to the • With ten branches, RWL is more expensive to maintain Other Gov $123 twelve other County Libraries in Ontario, RWL is than its city counterparts, but it does so at a cost per use performing better than average. With a turnover rate that is significantly lower than other county library Int Recoveries $60 of 2.34, RWL’s items were borrowed more than the comparators. average of 2.22. The total use is 1% above average, Property Taxes $2,575 but with a 22% lower cost per use at $3.33. The • The RWL budget is funded by an operating grant from Total $2,802 electronic use is 113% above average. MTCS, occasional other grants, and Township property Revenues owners from property taxes. The property tax funding is proportionately shared among the Townships based on the FTEs 31.6 total value of assessed property.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Branch Operations & Collections Compensation $1,697 User Fees $42 S E 24.5 • RWL website provides access to 268,000 item Responsibilities include: furnish, staff and Supplies/Svcs $351 Other Govs 123 catalogue, 24 electronic databases, on-line operate 10 branches plus library registration and computer booking; 120,000 uses. Allocation $241 Int Recovery $60 L/IS 1 headquarters; select, purchase, • Branches open total of 277 hours per week; no catalogue and distribute materials to Capital $73 Property Tax $2,137 Sunday/Monday service. Six smallest only open 18 branches; process requests for inter- Grants $0 hours per week. branch and inter-library materials; maintain website to promote, inform, Total $2,362 Total $2,362 • All service provided by trained library staff, provide access to catalogue; collect and supported by 9 HQ staff. asses operating statistics; and implement • Total circulation 415,380 (2014); print circulation and support technology. declining while electronic circulation increasing. Partnerships reduce costs for RWL. Examples include: automation software • Challenges include balancing collections (Ontario Library Consortium); audio- expenditures, increasing cost of materials, public visual collection (Download Library); and expectations for new technology in branches. reciprocal memberships in adjacent library systems.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source

Programming Compensation $416 User Fees $2 B E 7.1 • Over 20,000 attendance; 18, 600 for childrens' Provision and coordination of educational programming. Supplies/Svcs $23 Other Govs $0 and recreational library services for all ages. • Small charge (cost recovery) for services with special Allocation $1 Int Recovery $0 IS/T 3 The primary RWL focus is on family literacy entertainment. services for children, following the Every Capital $0 Property Tax $438 • Service Review recommended more services for teens, Child Ready to Read approach. These are Grants $0 delivered by branch staff and one part-time older adults, and families. Total $440 Total $440 Family Literacy Coordinator. The other focus • Currently being piloted in Ayr Branch as result of is on computer literacy for adults, delivered funding from a bequest. by a part-time computer trainer. Partnerships reduce costs for RWL. • New staff position approved through 2015 budget. Examples include: literacy services (Let's Read, OBOC) and the Summer Reading Club (TD Bank).

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Department: Public Health & Emergency Services

1. Departmental Management and Support 2. Emergency Medical Response 3. Environmental Health 4. Chronic Disease & Injury 5. Infectious Diseases 6. Family Health 7. Emergency Measures Office

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Program Service Description $140 40% FIR Comparison Corporate Departmental Commissioner - central support $120 Public2013 Health FIR Comparison35% functions and oversight of the Public Health & $100 Total for Public Health30% Department Emergency Services Department. 25% $80 Public Health & Public Health Services are delivered according to the 20% Emergency Services Health Protection and Promotion Act, the Ontario $60 Public Health Standards, and associated protocols. 15% Service Type $40 Delivery of ambulance services is according to the 10% $20 Internal Ambulance Act of Ontario and other relevant 5% legislation. $- 0% Budget ($,000s) Both receive substantial provincial funding. Waterloo York Peel Niagara Halton Durham Expenditure/Capita Net of Revenues Percent Net Performance Compensation $4,242 • As of end of calendar year 2014, ROWPHE is Rationale For Service Level Assessment & Service Supplies & $468 accountable for 26 indicators to the MOHLTC (10 Type Services ‘Health Promotion’ and 16 ‘Health Protection’). The • The Medical Office fulfills the statutory roles of the Medical indicators are variable in terms of whether they are Grants & Pmts $0 Officer of Health in the Health Protection and Promotion monitored for trends, or tracked against targets. In Act R.S.O. 1990, and Regulations under that Act. Capital $268 early 2014, ROWPHE reported its level of compliance • Also includes departmental, central support services Allocations $1,186 to the Ministry of Health and Long-Term Care on 2013 Year-End indicators with associated targets. Of the 9 provided to the Public Health & Emergency Services Total Costs $6,164 indicators requiring reporting at the time, 7 indicators Department. • Under the Health Protection and Promotion Act, the Region User Fees $34 met targets (78% overall compliance rate). of Waterloo Council serves as Waterloo Region’s Board of • The assessment of compliance was conducted with Other Gov $4,642 the inventory of 51 Organizational Standard Health. Boards of Health are expected to adhere to the Ontario Public Health Standards, which outline the Int Recoveries $0 requirements and several sub-requirements. The assessment findings indicate that there is compliance expectations for providing public health services. Property Taxes $1,488 with the Organizational Standards. Fourteen percent • Boards of health are also expected to adhere to the Ontario (7 out of 51) of requirement areas have been identified Public Health Organizational Standards, which outline the Total $6,164 expectations for the effective governance of boards of Revenues for implementing improvements. The opportunities for improvement include strengthening the documentation health and effective management of public health units. FTEs 39.3 and applying best practices as part of a quality assurance approach.

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Sub-Services

Service Service FTEs Costs ($000’s) Revenues Level & Type Notes Subservice Name & Description Source ($000’s)

Public Health & Emergency Compensation $795 User Fees $0 S E 3.06 Services Management Supplies/Svcs $28 Other Govs $659 The Medical Office fulfills the statutory Allocation $3 In Recovery $0 L 1 roles of Medical Officer of Health in the Capital $0 Property Tax $167 Health Protection and Promotion Act Grants $0 (e.g. Ontario Public Health Standards, Total $826 Total $826 medical direction for outbreaks, communicable disease management, response to environmental exposures). Compensation $3,447 User Fees $34 Foundational & Organizational S E/I 36.24 • From 2012-2014, there were 42 Quickstats reports Services Supplies/Svcs $440 Other Govs $3,983 on Chronic Disease Mortality, Smoking Status, Allocation $1,183 In Recovery $0 L 1 Provides supports for Waterloo Region Population Estimates and 3 major Health Status Public Health across a broad spectrum of Capital $268 Property Tax $1,322 Reports on Cancer, Poverty Indicators and areas: Grants $0 Maternal and Infant Health in Waterloo Region. a. Epidemiology and health analytics Total $5,338 Total $5,338 • Waterloo Region is one of the 36 Ontario Health (e.g. public health surveillance, Units required to establish targets, measure, and population health assessment, data report performance to the Ministry of Health and quality assurance.). Long Term Care annually. b. Continuous quality improvement and strategic initiatives including • In 2014 there were 17 million Public Health website operational planning, research hits and more than125,000 visitors to the website; support, and performance 33,338 information and service requests by phone measurement/reporting. to the Service First Call Centre for Public Health, c. Health communications, media/ 1064 information requests, and 567 resources public relations, resource centre. circulated to the public via the Resource Centre. d. General administrative support.

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$140 54% Program Service Description FIR Comparison EMS 53% • Responsible for Pre-Hospital care and transport of the $120 Public Health & Safety 2013 FIR Comparison 52% sick and injured residents, as well as visitors to the $100 Emergency Medical 51% Region of Waterloo Department $80 Response • Providing seamless service with surrounding 50% Public Health & municipalities $60 49% 48% Emergency Services • Providing “Excellence in Patient Care” to the residents $40 and visitors to the Region of Waterloo on every 47% Service Type request for service, including the ability to qualitatively $20 46% and quantitatively show the results in an open and $- 45% External transparent manner Waterloo York Peel Niagara Halton Durham • Conforms to the Ambulance Service Review Expenditure/Capita Net of Revenues Percent Net Budget ($,000s) requirements, monitoring and assessing levels of response, as indicated by historical call volumes, call patterns, and quality assurance services in place to Compensation $19,901 comply with legislation Supplies & $2,067 Performance Services Grants & Pmts $0 • Adherence to our mandated Response Time Performance Plan (RTPP) as approved by Council Capital $1,757 and required through legislation. • OMBI reports lower demand for EMS services in RoW Allocations $923 (63 calls per year per 1,000 people) than elsewhere Total Costs $24,648 (123 on average). Costs to provide an hour of ambulance service in the RoW are slightly above User Fees $22 average ($202 vs. an average of $193), but the RoW is able to provide significantly fewer hours of service Other Gov $12,022 (206 per 1,000 population) than other cities (average Rationale For Service Level Assessment & Service Type Int Recoveries $150 of 332) and still reach 75% of cardiac and other high priority calls within 8 minutes (other cities vary from • Ensures proper provision of ambulance service as dictated by Property Taxes $12,454 64% to 86%). the Ambulance Act of Ontario and other relevant legislation, • As per Ontario Reg 267/08, the Region of Waterloo and further conforms to the Ambulance Service Review Total $24,648 Paramedic Service Response Time Performance Plan requirements through monitoring and assessing levels of Revenues is approved by Council and submitted to the MOHLTC response as indicated by historical call volumes and patterns. EHSB, in accordance with the Ambulance Act of Quality assurance services are also in place to ensure FTEs 169.2 Ontario. compliance with legislation.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Emergency Medical Care and Compensation $19,901 User Fees $22 S- E 169.2 • In 2014 the 90th Percentile response time increased from th Patient Transportation Supplies/Svcs $1,984 Other Govs $12,022 11:08 to 11:34. We continue to report 90 Percentile for Allocation $923 In Recovery $150 C 2 historical reference, not for setting performance A public safety service providing measures/standards. Capital $1,757 Property Tax $12,371 emergency response and health care to Grants $0 • Staffed ambulances ranges from 18 ambulances and 3 the ill and injured, as well as ensuring Emergency Response Units (ERU)** at peak staffing to a balanced emergency coverage. Total $24,565 Total $24,565 low of 8 ambulances, operating from 10 stations located within the Region of Waterloo. • ** ERU's are staffed with one paramedic to respond to medical emergencies in the rural areas of the Region until an ambulance can respond to the scene. • Call volumes in 2014 increased by over 5 % from 34,659 in 2013 to 37,000 in 2014. CTAS 1 calls remained steady at @ 1-1.5 % of total call volume. • The Region of Waterloo Paramedic Services will add one (1) additional twelve (12) hour ambulance to its staffing pattern as of July 01, 2015, as approved by Council in the 2015 budget, which will assist in trying to reduce the 90th Percentile and overall response times for calls. • Offload Nurse funding was decreased slightly from the 2013/14 fiscal allotment. This was despite the fact that offload delay slightly increased from 2013 to 2014. Offload delay still remains an issue for Waterloo Paramedic Services, yet we continue to collaborate with our area hospital partners to find efficiencies allowing us to clear offload delays quicker. • Paramedic Services aims to ensure balanced emergency coverage and compliance with response time targets wherever possible (given current growing call demand).

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Public Access Defibrillators Compensation $0 User Fees $0 S E 0 • In 2014 the PAD recorded seven (7) uses of a PAD, Supplies/Svcs $83 Other Govs $0 by having a defibrillator in a public venue to be used Paramedic Services works in conjunction Allocation $0 In Recovery $0 M 4 in resuscitation efforts. with St. John Ambulance to administer Capital $0 Property Tax $83 the Public Access Defibrillation (PAD) • Paramedic Services will review the PAD during 2015, within the RoW. Currently there are 426 Grants $0 with input from stakeholders, with a goal of increasing PADs placed within the region for the Total $83 Total $83 efficiency and making it financially self-sustaining. general public to access and use should someone suffers a cardiac arrest.

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6000 Program Service Description 100 5,088 5230 5238 5000 4777 Public Health & Safety The Health Protection and Investigation division goal is to 4574 80 4299 prevent or reduce the burdens of: 3988 Department a. food-borne illness 4000 3467 3454* b. water-borne illness related to drinking water 60 3193 Public Health & c. water-borne illness and injury related to recreational 3000

Emergency Services water use Inspectionsfood 40 d. illness from health hazards in the physical 2000 Service Type environment as defined in the Act. 20 1000 External Includes routine inspections and 24 hours a day 7 days a

week investigations in response to issues as they arise. Number of - Budget ($,000s) 0 Waterloo York Peel Niagara Halton Durham 2005 2006Expenditure/Capita2007 2008 2009 2010Net2011 of Revenues2012 2013 2014 *H1N1 influenza outbreak; service prioritized Year Compensation $3,209 Supplies & $154 Performance Rationale For Service Level Assessment & Service Services Type Grants & Pmts $0 • Ministry of Health and Long Term Care sets • Operates at service level standard. Service is funded 75% by performance and inspection expectations through the province, and Region contributes 25%. This is a Capital $0 Ontario Public Health Standards and Accountability mandatory service as inspection, education, enforcement, and Agreements (AA). promotion are required by the Health Protection and Allocations $1 • Environmental Health has met all AA goals put Promotion Act R.S.O. 1990, and Regulations under that Act. Total Costs $3,364 forward by the Ministry to date in Food Safety, Safe The service activities meet the service level required by Water, Tobacco, Rabies, and Infection Control. MOHLTC and Ontario Public health Standards. User Fees $0 • 100% of required food inspections achieved, 100% of required pool and spa inspections achieved, 100% of Other Gov $,2547 required personal service setting inspections Int Recoveries $0 achieved, 100% of required tobacco inspections achieved. Property Taxes $816 Total $3,364 Revenues

FTEs 31.65

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Food Safety Compensation $1,579 User Fees $0 S E 15.54 • General service delivery model - each Inspector is The goal of Public Health’s food safety Supplies/Svcs $71 Other Govs $1,253 responsible for all services in a designated service is to prevent or reduce the Allocation $0 In Recovery $0 L 1 geographic area. burden of food-borne illness in the public. Capital $0 Property Tax $398 • 100% of all Food Premises are inspected in Food safety service activities focus on Grants $0 accordance with Ontario Public Health Standards four general areas: routine inspections, protocols. (High Risk - once every 4 months; enforcement actions, requests for Total $1,650 Total $1,650 service, and education. Moderate Risk - once every 6 months - Low Risk 1 inspection per year). The service is guided by the Ontario • In 2014, there were 5238 compliance inspections and Public Health Standards, the Food Safety re-inspections, 269 complaint investigations, and 64 Protocol, and the Ontario Food Premises suspected Food Borne Illness investigations. Regulation 562/90 under the Health Protection and Promotion Act. • There were 23 Provincial Offense Notices (tickets issued) in 2013 and 19 issued in 2014. • In 2013, there were 557 applications for food festivals reviewed with 62 inspections. In 2014, there were 506 applications reviewed with 57 inspections. • Food Handler Certification is provided in partnership with Conestoga College. There were 1273 food handlers certified in 2013 and 1168 certified in 2014, • Maintain "Check It We Inspect It" restaurant inspection results disclosure. • Liaise with Canadian Food Inspection Agency, Public Health Ontario, and Ontario Ministry of Agriculture and Food on food safety issues, recalls, enforcement, and Food Borne Illness investigations.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Safe Water Compensation $851 User Fees $0 S E 8.38 • General delivery model. Each Inspector is The goals of the Ontario Public Health Supplies/Svcs $41 Other Govs $679 responsible for all services in a designated Standards (OPHS) for the Safe Water service Allocation $0 In Recovery $0 L 1 geographic area. are to: • Prevent or reduce the burden of water- Capital $0 Property Tax $213 • Inspect 100% of all public Recreational Water borne illness related to drinking water; and Grants $0 facilities (pools, spas) and Small Drinking Water • Prevent or reduce the burden of water- Total $892 Total $892 Systems (non-municipal supply) in accordance with borne illness and injury related to Ontario Public Health Standards protocols. recreational water use. Safe water activities fall into three • In 2014, there were 683 compliance inspections and focus areas: regulated drinking water re-inspections of pools, spas, and splash pads in and systems, non-regulated drinking water 600 in 2013. systems, and recreational water sources. Some of the many activities include: • Sample beaches in accordance with Ontario Public • inspecting public pools and spas; Health Standards and Protocol. • sampling beaches; • responding to adverse events related to • Meet with the Ministry of Environment and Climate municipal and private safe drinking water Change twice annually to review adverse municipal and complaints; Reg. 170 water systems as required by the • monitoring water sampling lab results; and Walkerton Inquiry. • providing private well water education for rural residents. • Meet with the Region of Waterloo Water Services 3 OPHS and Protocols times annually to discuss adverse Reg. 170 water Regulations under the HPPA that are relevant systems as required by the Walkerton Inquiry. • O. Reg. 562 (Food Premises),O. Reg. 568 (Recreational Camps),O. Reg. 319/08 (Small • Provide rural private well water sample pick up Drinking Water Systems)(SDWS),Safe service in 9 locations. Drinking Water Act, 2002 (SDWA),O. Reg. • Followed up with residents on 462 adverse private 248/03 (Drinking Water Testing Services) under the SDWA. well water results in 2014 and 376 results in 2013. • O. Reg. 169/03 (Ontario Drinking Water • Annually deliver a Pool/Spa Operators course to Quality Standards) under the SDWA,O. Reg. owners and operators in the Region. 565 (Public Pools),O. Reg. 428/05 (Public Spas), O. Reg. 568 (Recreational Camps) Ontario Regulation 332/12 (Ontario Building Code).

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Health Hazard Prevention and Compensation $779 User Fees $0 S E 7.73 • General delivery model. Each Inspector is Management Supplies/Svcs $41 Other Govs $615 responsible for all services in a designated The goal of the Health Hazard Prevention Allocation $0 In Recovery $0 L 1 geographic area. and Management service is to prevent or Capital $0 Property Tax $205 • Provide 24/7 on call response for Health Hazards reduce the burden of illnesses from Grants $0 where required. health hazards in the physical Total $820 Total $820 environment by identifying, investigating, • Respond to all health hazard complaints and and managing reported health hazards. requests for service. There were 146 in 2014. The Health Hazard service is divided into • Meet with the Ministry of Environment and Climate response-based activities and proactive Change 3 times annually to review and discuss activities. Response-based activities environmentally impacted sites within the Region of include responding to and investigating Waterloo. complaints, questions or other requests related to health hazards. Effective • Meet with Municipal partners (e.g. Property programming also requires proactive Standards, By-law, and building officials) twice activities to identify priority health annually to discuss Health Hazard responses. hazards and address the prevention of • Created a Hazardous Materials Spill Response Plan these priority hazards or mitigate their for joint response with community partners, including effects. Both types of activities often an Evacuation Center inspection protocol. involve working in partnership with other municipal or provincial government • Lead and support efforts to reduce environmental agencies. impacts that affect human health (e.g. TCE and Public Health staff provide health-related NDMA) with partners such as the Ministry of the information, advice and investigations for Environment and Climate Change. This has been the public on inquiries related to issues resource intensive due to lengthy timeframes. such as mold, asbestos, cancer clusters, • Developing an Extreme Heat Alert Response System bedbugs, cockroaches & rat infestations, in partnership with other agencies. radon, extreme cold, extreme heat, air quality (both indoor and outdoor), • We work extensively with Municipal partners to environmentally impacted or respond to health hazards such as asbestos, contaminated sites, and health hazard bedbugs, indoor air quality, mold, spills of hazardous emergencies (such as chemical fires). materials, and extreme heat/cold events. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 129 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Chronic Disease & Injury

Program Service Description

Public Health & Safety Public Health Chronic Disease and Injury services aims to reduce the burden of preventable chronic diseases of Department public health importance with a focus on healthy eating, physical activity, tobacco control, cancer prevention and Public Health & screening, workplace and school health, substance Emergency Services misuse, and injury prevention.

Service Type

External

Budget ($,000s) Performance

Compensation $4,430 94.3% of youth (ages 12-18) have never smoked a whole Supplies & $287 cigarette (2012). Rationale For Service Level Assessment & Service Services Type 99.1% of tobacco vendors were in compliance with youth • Prevention of chronic disease, substance misuse and injury are Grants & Pmts $0 access legislation at the time of last inspection (2013). mandatory health promotion services funded (75/25%) through Capital $0 the Ministry of Health & Long-term Care (MOHLTC). All eight (8) municipalities in the Region of Waterloo have Allocations $218 updated municipal alcohol policies. Five (5) policies have • Tobacco control services are funded (100%) through the Council approval and the remaining three (3) are pending. MOHLTC's Smoke-Free Ontario initiative. Total Costs $4,935 • Funding is also received from the MOHLTC for the Healthy 1 User Fees $0 Research indicates that 74% of Canadians estimate Communities Partnership. their eating habits to be (good, very good or excellent) yet • We are addressing all of the requirements of the Ontario Public 2. Other Gov $3,833 local data tells us that number is actually 0.3% The Health Standards related to Chronic Disease and Injury discrepancy between perception and actual data suggests Prevention. Int Recoveries $0 that there needs to be continued efforts to address risk factors including healthy eating, and active living in order • Specific accountability agreement indicators regarding Chronic Property Taxes $1,102 to address our growing rates for chronic diseases such as Disease and Injury prevention work (other than tobacco) are currently under development and in some cases Total $4,935 diabetes. 1. Tracking nutrition trends 2008. https://www.cfdr.ca/Downloads/CCFN-docs/C1180--- redevelopment. Revenues TNT-VII-FINAL-REPORT---full-report--Sept-1.aspx(page 39) 2. NewPath study as per Dr. Leia Minaker. FTEs 41.5

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Chronic Disease Prevention Compensation 3,421 User Fees $0 S E 32.25 • Chronic disease prevention work is dependent on a Includes the following topic areas: Supplies/Svcs $260 Other Govs $3,056 variety of partnerships with organizations, school boards, and businesses across Waterloo Region. nutrition, active living, cancer prevention Allocation $218 In Recovery $0 L 1 and early detection (screening), sun Capital $0 Property Tax $843 • Tobacco Control programming is done collaboratively with safety, Workplace Health, Tobacco Environmental Health & Inspection Services (HPI), as well Grants $0 Control, and School Health. These as Licensing & Enforcement Services (PDL). Total $3,899 Total $3,899 topics are addressed using a • The peer service provided 7606 hours of peer health comprehensive health promotion worker time to over 3800 participants, encompassing approach which includes but is not 1747 sessions/workshops (2013). limited to: education (workshops and • Over 1000 routine and complaint based inspections were presentations); community development; completed under the Smoke Free Ontario Act. environmental scans/assessments; policy • Four Accountability Agreement indicators for the Smoke development, implementation, and Free Ontario Act were met in 2014 as set by the Ministry evaluation. of Health. Tobacco Control focusses on three • 150 smokers attended smoking cessation workshops and distinct pillars: prevention, protection, and 1712 Waterloo registrants participated in the Driven To Quit cessation contest. cessation. Prevention focusses on providing education to youth, parents and • Over 90 workplaces have 212 active workplace health other vulnerable populations regarding intermediaries reaching over 86,000 employees. the health impacts of tobacco use. • Waterloo Region Food System Roundtable works to Protection includes the implementation create supportive policies and environments for healthy and enforcement of the Smoke Free eating, including advocating for changes to the Regional Ontario Act including routine and Official Plan, and Official Plans for Cambridge, Kitchener, complaint based inspections. Cessation and Waterloo which relate to zoning and bylaws for focusses on providing workshops, community gardens and temporary farmers’ markets. ongoing support and the distribution of • Community gardens are an effective means of addressing Nicotine Replacement Therapy to food access and social cohesion. In 2007, there were individuals wishing to quit smoking. approximately 640 garden plots in the Waterloo Region. In 2014 that number had increased to 1680.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Prevention of Injury & Substance Compensation $1,009 User Fees $0 S E 9.25 • While the majority of the programming is external Supplies/Svcs $27 Other Govs $778 Misuse I facing, some of the work, specifically injury Specifically addresses the prevention of prevention messaging, is also internal facing. Allocation $1 In Recovery $0 L 1 falls across the lifespan; understanding Capital $0 Property Tax $259 • In order to reduce alcohol related harms in and the health impacts of alcohol use and around post-secondary campuses, Public Health other drugs; road and off-road safety; Grants $0 has engaged 25 partners across the 3 post- helmet use/concussion prevention. Total $1,037 Total $1,037 secondary institutions including, social workers, Our work involves providing information physicians, nurses, campus police, students, and education to community partners, residence life staff, hospitality services etc., as well organizations, and individuals/families. as community partners from Police Services, We work with stakeholder groups to Paramedic Services, and community organizations develop relevant policies or to influence on policy development and education. policy development at the local and • Distracted Driving Awareness Campaign: Drop It provincial levels. Moreover, we work with and Drive has been an effective strategy for partners to address community initiatives increasing employee awareness of the rules and such as the Waterloo Region Integrated expectations outlined in HR Policy #IV-27, Drug Strategy. prohibiting the use of cell phones while driving. Before the most recent campaign, 58% of employees reported they were aware of the regional policy and familiar with its details, increasing to 87% after the campaign. • Childhood Falls Prevention adaptation of “A Million Messages” child safety service has increased falls prevention knowledge among frontline ROWPH staff that work with families with young children. Before orientation sessions, 54% of staff identified the correct fall risks for a 2-4 month old baby. This increased to 82% following the sessions.

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Program Service Description Number of Investigated and Reported Infectious Diseases (excluding influenza, Public Health & Safety Services that work to reduce the burden of infectious latent tuberculosis infection and varicella), diseases of Public Health importance through 2010-2013 Department surveillance, disease prevention, case and outbreak 3000 Public Health & management and health promotion and policy 2223 2148 Emergency Services development activities. 2077 2107 2000 Service Type Includes health protection enforcement and inspection activities, and response 24 hours a day, 7 1000 External days a week for case management and investigations. Budget ($,000s) 0 2010 2011 2012 2013 Compensation $7,489 Supplies & $816 Performance Rationale For Service Level Assessment & Service Services Type Grants & Pmts $104 • 100% of reportable disease investigations were • Service in general is funded 75% by the province, and Region completed. contributes 25%; to a lesser extent there is 100% provincial funding for Capital $12 specific initiatives • 100% of outbreaks in community and health care • Services are mandated under the Health Protection and Promotion Allocations $22 settings were investigated. Act, Immunization of School Pupils Act, Day Nurseries Act (to be replaced by the Child Care and Early Years Act), and the Ontario Total Costs $8,442 • The Infectious Diseases, Dental and Sexual Health Customer Service Excellence Survey indicated 92% of Public Health Standards User Fees $339 clients seeking service by phone and 95% of clients • The infectious diseases, sexual health, tuberculosis and vector borne requirements in the Ontario Public Health Standards are met visiting clinics obtained the service they were seeking. Other Gov $6,242 • The Vaccine Preventable Diseases service is working toward full 9.8 out of 10 phone respondents stated they were compliance with all requirements , specifically in French language Int Recoveries $0 treated fairly and were satisfied with the staff that schools, private schools, and child care centres. provided the service. 9.7 out of 10 clinic respondents • TB Control is above standard as the operation of a TB skin test clinic Property Taxes 1,861 stated they were treated fairly, and 9.6 out of 10 were is not mandatory; however, it reflects community demand (the service Total $8,442 satisfied with the staff person providing the service. was delisted from OHIP), facilitates the management of cases and Revenues contacts, and also supports continuity of care • Accountability agreement indicators in infectious diseases and sexual FTEs 74.89 health meet expected targets. The Vaccine service is on track to meet set targets in the near future.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Infectious Disease Prevention & Compensation $2,237 User Fees $58 S E 21.61 • 417 sporadic community enteric disease investigations for 2014. Control Supplies/Svcs $105 Other Govs $1,894 • 64 enteric outbreak investigations in Long Term Care Mandatory reporting and investigation Allocation $2 In Recovery $0 L 1 of reportable infectious diseases such homes, Hospitals, Day Nurseries, and Group Homes. as E. Coli, salmonella, campylobacter, Capital $12 Property Tax $404 • 854 Personal Services Settings (PSS) inspections (e.g. measles and influenza. Prevent and Grants $0 tattoo, piercing, esthetics services, barber shops, and beauty salons). manage outbreaks of infectious Total $2,356 Total $2,356 diseases. Conduct Infection control • Maintain "Check It We Inspect It" PSS inspection results inspections in hospitals, LTC homes, disclosure website. day cares. Work to prevent disease • Reported 150 infectious diseases in 2013 (excludes enteric, transmission, and conduct health sexually transmitted/blood-borne, and tuberculosis cases). promotion and policy development Reported 313 influenza cases and 13 non-influenza/non- enteric outbreaks in the 2013-2014 season. activities. • In 2013,100% of investigations for confirmed Invasive Group A Streptococcus cases were initiated the same business day the case was received (target: 100%; provincial average result 99%). • In 2013, 91% of retirement home and 92% of long-term care home residents were immunized with influenza vaccine (90% target). Staff coverage rates were 78% (90% target). TB Prevention & Control Compensation $603 User Fees $58 S + E 6.16 • TB investigations are time and labour intensive and require resources to investigate and manage contacts of clients Case and contact management of Supplies/Svcs $26 Other Govs $429 active and latent tuberculosis infections, with a TB infection. including medical surveillance clients, Allocation $1 In Recovery $0 L 1 • Investigated and reported 32 cases of active tuberculosis provide specialized clinic services to between 2011 and 2013 (8 in 2013). Investigated and Capital $0 Property Tax $143 reported 353 latent TB infections in 2013. support case management of active TB, Grants $0 and provide education and support to • Met legislative requirements to investigate and manage 100% of TB cases. health care providers. Total $630 Total $630 • Offer clinic services to support case management of TB (active TB clinic and TB skin testing clinic). There were 143 visits to the active TB clinic and 2414 visits to the TB skin test clinic in 2013 (1241 for tests and 1173 for results).

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

• Coverage rates for school immunizations in the 2013-2014 school Vaccine Preventable Diseases Compensation $1,909 User Fees $150 S- E 20.26 Administration of immunizations in schools year were 80% for Hepatitis B, 87% for Meningitis, and 58% for Supplies/Svcs $123 Other Govs $1,431 HPV. (hepatitis B, meningitis and HPV) and clinics Allocation $14 In Recovery $0 L 1 • 88.7% of refrigerators storing publicly funded vaccines were (see service levels below) assess and inspected in 2013. Increased to 94.1% in 2014 (95% target). maintain immunization records of school Capital $0 Property Tax $465 • From September 1, 2012 to August 31, 2013, ROWPH wasted students 4 to 17 years of age and children in Grants $0 1.0% of its HPV and 1.8% of its influenza vaccine (targets were child care facilities, Immunization of School 0.8% and 1.5% respectively). Pupils Act enforcement, case investigation Total $2,046 Total $2,046 • In 2013, there were 3,557 visits to routine and school catch-up of adverse events following immunization, immunization clinics in Cambridge and Waterloo. and vaccine storage, handling and • In 2014, the service mailed 8,183 notices to individuals requesting distribution. immunization records for mandatory vaccines under the Provide clinical leadership in the event of Immunization of School Pupils Act. • In 2014, 1% of elementary (526 in total) and 2% of secondary (582 community outbreak. in total) school students were suspended under the Immunization Service Frequency and Location: of School Pupils Act (compared to 2.2% and 2.8% respectively in Waterloo: Routine immunizations clinics 2011). each Wednesday and Thursday (20 hours in • The Ontario Public Health Standards requires Public Health to total) and school catch-up clinic each enforce the Immunization of School Pupils Act (ISPA) in all Thursday (6 hours) Waterloo Region schools. Public Health enforces the ISPA in all Cambridge: Routine immunization clinic English speaking publicly funded schools; enforcement in French each Tuesday (6 hours) language and private schools is pending. The OPHS also require Community: Multi-cultural immunization health units to maintain and assess the immunization records of clinic for 6 hours every second month children enrolled in licensed child care centres. While records are maintained, assessment remains to be implemented.

Vector Borne Disease Prevention Compensation $112 User Fees $0 S E 1.10 • General Delivery model. Each Inspector is responsible for all services in a designated geographic area & Control Supplies/Svcs $193 Other Govs $229 • Rabies - in 2014 there were 1092 animal contact Virus monitoring and control activities for investigations with 121 instances of post exposure West Nile Virus and Lyme disease plus Allocation $0 In Recovery $0 L 1 prophylaxis (vaccine) dispensed to physicians. patient follow-up with positive cases. All Capital $0 Property Tax $76 • 16 mosquito traps were distributed throughout the Waterloo reports of contact (bites or scratches) with region and collected for 16 weeks for surveillance of animals are investigated for the possibility of Grants $0 Mosquitoes that may carry West Nile Virus. rabies. Animals are visually quarantined Total $305 Total $305 • Conducted catch basin mosquito larviciding (contracted with and their health is monitored, prophylaxis is external partner). delivered to physicians as required, and • 36 sites dragged for black legged ticks (can carry Lyme follow up is conducted with all patients and disease). animal owners.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Sexual Health, Sexually Compensatio $2,627 User Fees $74 S E 25.76 • In 2013, 99% of confirmed gonorrhea cases had an Transmitted Infections, and n investigation start date within 2 days of being reported to Blood-Borne Infections Supplies/Svc $368 Other Govs $2,259 the service (compared to 56% in 2011). Provincial average for all 36 health units was 98.6%. Provide specialized clinic and counselling s • Investigated and reported 4,671 cases of sexually services onsite, in community settings, and in Allocation $5 In Recovery $0 L 1 Waterloo Region District School Board transmitted and blood-borne infections from 2011 to 2013. secondary schools (refer to note below). Also Capital $0 Property Tax $772 • Provided service during 12,067 visits to Waterloo and conduct case management of reportable Grants $104 Cambridge clinics for sexual health services in 2013. sexually transmitted and blood-borne infections, Total $3,055 Total $3,055 • Decreased "no show" rates in the Waterloo physician led promote healthy sexuality throughout the clinic from 29% in 2012 to 13% in 2013 and 2014. lifespan, and provide harm reduction services and services (e.g. support, education and • Between September 2012 and June 2013, a total of 1,052 training to community partners, naloxone student visits were completed by sexual health nurses in distribution, needle syringe service). Waterloo Region District School Board secondary schools. Also provided 170 consultations to teachers during the Service Frequency and Location: same time period. - Waterloo (onsite): Offers drop-in clinics • Offered harm reduction services at both Waterloo and each Tuesday and Thursday. Booked and Cambridge clinic locations and coordinated needle syringe same day appointments are available each Tuesday, Wednesday and Thursday (24 services across the region. Initiated naloxone (a hours per week) Twenty hours of medication to reverse the effects of an overdose) counselling appointments are available distribution at Public Health's clinics in 2014. each week. Contraception pick-up/sales are • Implementing Sexual Health Youth Strategy activities in available during all business hours. collaboration with community partners, including a pilot - Cambridge (onsite): Offers one drop-in project (contraception sales) in two secondary schools, clinic each Tuesday and booked established a new youth-specific sexual health clinic in appointments each Tuesday and Wednesday afternoon (7 hours in total). Cambridge in 2014, and currently developing and Fifteen hours of counselling appointments promoting resources for parents on talking to their children are available each week. Contraception about sexual health. pick-up/sales are available during all • Leading the Waterloo Region Harm Reduction Coordinating business hours. Committee, a group comprised of several community - Schools: Services are offered one half day partners responsible for implementing the harm-reduction per week - Community Settings: There are two youth- related recommendations in the Waterloo Region Integrated focused clinics each Wednesday. There is Drugs Strategy. Three recommendations have been also an HIV testing clinic each Thursday prioritized for implementation in 2015 and beyond. evening.

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Number of Families in the Blended Home Program Service Description Visiting Component of the HBHC 600 529 532 Public Health & Safety Family Health services are designed to enable all children 527 500 503 to attain and sustain optimal health and developmental 500 Department potential, and enable all individuals and families to 400 achieve optimal preconception health, experience a Public Health & healthy pregnancy, have the healthiest newborn(s) 300 Emergency Services possible, and be prepared for parenthood. 200 Service Type 100

External Number of Families 0 2009 2010 2011 2012 2013 Budget ($,000s) Year Rationale For Service Level Assessment & Service Type Compensation $9,632 Performance Supplies & $1,623 • The Child Health service in general is funded 75% by the province, and Services Region contributes 25%; to a lesser extent there is 100% provincial funding or 100% Regional funding for specific initiatives. Grants & Pmts $0 • ROWPHE was one of 14 health units (n = 36) to achieve advanced Baby Friendly Initiative status • Infant and Child Development Programs (ICDP) are delivered across Capital $37 (working towards designation) in 2013. 11 health units Ontario through a variety of organizations. Few municipalities deliver were BFI designated and the remaining 12 health units these services directly. In Waterloo Region, the ICDP is resources Allocations $73 were at intermediate status. through a combination of MCYS and Region of Waterloo funding to deliver integrated intake and assessment services for infants at known Total Costs $11,365 • In Waterloo Region between March and October 2013, risk (eg. biological, established, psychosocial) for developmental delays 93% of all postpartum clients who had a completed User Fees $0 and to provide streamlined service delivery through ongoing HBHC screening were successfully contacted by a developmental monitoring and early intervention services when Other Gov $9,160 Public Health Nurse, compared to 87% across Ontario developmental delays are identified. overall. • Child Health and Reproductive Health Services, including the Healthy Int Recoveries $0 • For the 2013-2014 school year, 99% of junior Babies Healthy Children (HBHC), are mandated under the Health kindergarten, senior kindergarten, and grade two Protection and Promotion Act, through the Ontario Public Health Property Taxes $2,205 students had an oral screening to check for urgent, Standards and associated protocols. Total $11,365 non-urgent, and preventative dental care needs. • The provision of adult dental treatment services for Ontario Works clients, Revenues through community dental offices, is discretionary. Some child and adult clinical services provided in Public Health clinics are also discretionary. FTEs 102.16 These are provided to individuals without adequate dental coverage and who demonstrate financial need.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Infant and Child Development Compensation $968 User Fees $0 A E 11.0 • To facilitate a child receiving the right service at the The Infant and Child Development Supplies/Svcs $39 Other Govs $648 right time, ICDP is part of a shared intake process Program (ICDP) is an early intervention Allocation $32 In Recovery $0 FA 2 with other Regional children's services. An service utilizing an integrated approach Capital $15 Property Tax $407 embedded referral service from the Newborn to service delivery to reduce the impact Grants $0 Intensive Care Unit at Grand River Hospital accounts of developmental delays on the lifelong for 57% (219 infants) referrals into ICDP. learning of infants and young children (0- Total $1,05 Total $1,055 5 5 years). ICDP implements a family- • In 2014, 385 referrals (6% of births) were made to centered approach in the provision of ICDP, with 79% of referrals being children under 1 services to children diagnosed with month and 90% of referrals being children under 12 developmental delays & disabilities as months. well as to children with biological & • 1001 screens were completed on children medical concerns indicative of significant participating in the ICDP. risk for developmental delays. Home- based & office-based services include • 442 children received developmental monitoring play-based therapeutic interventions in all services (clinic), including parent education group developmental domains, supportive clinics for families with children at ages 2, 6, and 10 counselling, developmental screening & months. assessment, family needs screening & • 150 special needs children received early assessment, parent education & parent- intervention home visiting services to provide child groups, parent support groups, concentrated support (developmental intervention advocacy for specialized funding & strategies and assessments, referrals and service community resources, and service coordination (referrals & navigation). The coordination, and counselling to parents for ICDP is funded by the Ontario Ministry of successful transition to school). Children and Youth Services who established enhanced guidelines for service delivery in 2001. The majority of children seen are under the age of 1 year.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Compensation $7,53 User Fees $0 S E 78.98 • In 2014, 1676 families identified with potential risk for poor Child Health 8 developmental outcomes on the HBHC screen received Child Health (CH) delivers the Healthy Supplies/Svcs $1,35 Other Govs $7,699 postpartum support from a Public Health Nurse (PHN) Babies Healthy Children (HBHC), a 8 provincially mandated service, which Allocation $39 In Recovery $0 L 1 through post birth clinics or telephone calls. includes: prenatal and early childhood Capital $22 Property Tax $1,258 • PHNs made 796 home visits to postpartum families and conduction 805 in-depth assessments. screening for growth and development, Grants $0 universal postpartum screening, post • 4215 visits were made to families receiving ongoing PHN Total $8,95 Total $8,957 birth clinics or telephone support for 7 and Family Visitor home visiting services. those identified with risk, home visiting • 5841 families in the postpartum stage (100% of births) and service coordination. HBHC received a New Parent Resource Guide for parents of provides support for families identified children 0-6 years of age, which contains key public health through screening and assessment for a messages. wide range of needs including social • PHNs provided telephone support including education and determinants of health affecting the referrals to 1257 clients and service providers on topics wellbeing of the family. CH also provides such as nutrition, breastfeeding, and growth and telephone support and information, group development. programming, nutrition and • 1216 early breastfeeding contacts were completed in 2014. developmental screening, public education and advocacy to support • Promoted the importance of child development screening children in: breastfeeding, healthy eating and access to child development screening tools, including and active living, positive parenting, distribution of 4268 eighteen month packages and 20,884 healthy growth and development and developmental screens through local boards for children in healthy family dynamics. CH also JK, SK and grade 1. provides oral health screening, case • PHE achieved Intermediate category status on the management of children in need of MOHLTC accountability agreement indicator for the urgent dental treatment, preventive implementation of the NutriSTEP Preschool Screen. dental services for children and youth; • PHE achieved Advanced category status on the MOHLTC implements Healthy Smiles Ontario accountability agreement indicator for Baby-Friendly Program. Initiative (BFI).

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Child Health (continued) • 99% of junior kindergarten, senior kindergarten, and grade two students had an oral screening to check for urgent, non-urgent, and preventive dental care needs (98.6% of all schools in Waterloo Region were screened). This equates to 15,730 screenings (1487 students were absent and/or excluded/refused). • The Dental service identified 1861 students with urgent dental needs in 2014. 722 were subsequently enrolled in the Children in Need of Treatment service. • Provided 972 fluoride varnish applications in the 2013-2014 school year. • Preventive services (e.g. (fluoride, scaling, sealants) provided to children and youth in Public Health’s dental clinics. Preventive services provided in Public Health clinics as per Preventive Oral Health Services Protocol (Ontario Public Health Standards). • Since 2011, enrolled 1557 clients in Healthy Smiles Ontario (100% provincial funding); 880 clients joined in 2014; the service operates in partnership with local Community Health Centres.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Adult & Child Dental Treatment Compensation $64 User Fees $0 A E 4.03 • These additional dental clinic services in Public Provide dental clinical services to Supplies/Svcs $205 Other Govs $0 Health clinics are provided under Regional Council children, youth, and adults at Public Allocation $0 In Recovery $0 C 3 direction. Services include emergency exams and Health offices (refer below for service Capital $0 Property Tax $269 care for adults, and restorative treatment (e.g. fillings, levels). Administer Ontario Works dental Grants $0 extractions) for children and youth. benefits for adults receiving care at • In-house clinic services are provided by Dentists paid community dental offices (funding Total $269 Total $269 provided by Community Services). for by the Region. • Claims are paid based on funding formulas and Service Frequency and Location of sources; these are both provincial and Regional. Clinics: • There were 1899 child and 114 adult visits to Public - Waterloo: Monday to Friday (6 hours Health's dental clinics in 2014. Note: Some child per day). - Cambridge: Monday and Tuesday (6 visits were for mandatory services. hours per day). • Process dental claims, pre-determinations, and payments related to adult Ontario Works clients Note: Dental clinics provide both receiving care at community dental offices. Funding mandatory and Regionally funded for staffing and care is provided by Community services (hours are not separated based Services. on funding source).

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Reproductive Health Compensation $1,062 User Fees $0 S E 8.15 • Deliver Prenatal Nutrition programming, in To enable individuals and families to Supplies/Svcs $21 Other Govs $813 partnership with community agency (Carizon) at four achieve optimal preconception health, Allocation $1 In Recovery $0 L 1 community sites per week, including prenatal experience a healthy pregnancy, have Capital $0 Property Tax $271 screening. In 2014, 380 pregnant women the healthiest newborn possible, and be Grants $0 participated. prepared for parenthood by providing • Facilitate group programming for pregnant youth with consultation, group supports, and advice. Total $1,084 Total $1,084 community partners, which reached 80 youth in 2014. • Provide leadership roles in both provincial and local task groups related to Fetal Alcohol Spectrum Disorder and Preconception Health.

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Program Service Description $8 FIR Comparison Public Health & Safety Coordinate an effective corporate emergency $7 FIR Comparison management service including emergency preparedness, Emergency Measures Department response, and recovery by meeting mandated $6 requirements, securing effective preparedness and $5 Public Health & response infrastructure, and ensuring the continuity of $4 Emergency Services critical services. $3 Service Type $2 External $1 $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Expenditure/Capita Compensation $311 Performance Supplies & $33 Rationale For Service Level Assessment & Service Services Type • Work extensively in partnership with all relevant Grants & Pmts $3 external partners. • Required pursuant to the Emergency Management and Civil • Annual mandated requirements met including: Basic Protection Act (EMCPA), the Health Protection and Promotion Capital $2 Emergency Training provided once per year, which Act (HPPA), and Ontario Public Health Standards (OPHS) Emergency Preparedness. Allocations $4 includes community partners, and Annual emergency exercise completed. • Under OPHS, there are requirements to have a Public Health Total Costs $353 • RoW responded to eight emergency events Emergency Plan; an annual exercise; a fully functional operation (undeclared) from 2011 to 2014 (includes ice storm, centre; and 24/7 capabilities to respond to emergencies. User Fees $0 and other weather events). • Regulation 380/04 outlines mandated services to be provided to the municipality of the Region of Waterloo including: Other Gov $265 • Public Health Emergency Response and Business Continuity Plans completed annually as required by Community Emergency Management Coordinator (CEMC); Int Recoveries $0 the Accountability Agreement with the Ministry of Emergency Operations Centre; Hazard Identification and Risk Health. Assessment; Exercise and training; Emergency Response Plan; Property Taxes $88 • Emergency Social Services best practices followed Critical Infrastructure list; Public Education. including: completion of Social Services Emergency • Regional Council bylaw 05-053 states the Commissioner of Total $353 Social Services is responsible for the “management, [and] Revenues Response Plan; updated staff alerting system in place; memorandums of Agreement in place where operation…of reception/evacuation centres" to ensure the shelter, feeding, care, clothing, and welfare of people using FTEs 3.0 necessary; and identification of preferred reception and evacuation centres. centres in an emergency.

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Department: Transportation & Environmental Services

1. Departmental and Corporate Leadership/Management 2. Design & Construction 3. Transportation Planning 4. Transportation Operations 5. Traffic Control 6. Conventional Public Transit 7. Specialized Public Transit 8. Light Rail Transit 9. Solid Waste Collection 10.Solid Waste Processing and Disposal 11.Water Supply and Distribution 12.Wastewater Collection & Treatment

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Program Service Description $100 FIR Comparison Corporate This consists of the Commissioner's office which $80 (All Corporate Mgmt) provides leadership and high level administration Department support to the department. Support services such as $60 Transportation & finance & administration, strategy, communications, human resource, IT resources are not part of this Environmental Services $40 group and are either imbedded in the appropriate Service Type operating division or are provided corporately. $20 Internal and External $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Corp Mgmt/Capita Compensation $329 Supplies & $38 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 There are no specific performance measures that have been developed for this area. • Recent organizational review resulted in the current Capital $0 • Funding is divided among and provided from the organizational structure including the TES department operating groups. Allocations $40 structure and the Commissioner's office. • Provides leadership to the department and acts as Total Costs $407 the primary contact with Regional Council. User Fees $0 Other Gov $0 Int Recoveries $407 Property Taxes $0

Total $407 Revenues

FTEs 2

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Program Service Description Corporate Design & Construction Services manages the design and construction of the TES Department's capital Department projects, including rehabilitation of existing Transportation & infrastructure as well as new or expanded Environmental Services infrastructure to accommodate growth. Transportation projects include capital projects for the Transportation Service Type and Transit Services divisions. Environmental projects include capital projects for the Water Supply, Internal Wastewater and Solid Waste Services divisions. Budget ($,000s) All costs are recovered from capital projects.

Compensation $6,464 Supplies & $282 Performance Rationale For Service Level Assessment & Service Services Type Meeting Construction Deadlines Grants & Pmts $0 • Benchmark: 100% of projects meet scheduled • The design and construction management services are construction start dates. Capital $32 provided internally to support projects for other units within the • 2013 results: 85% of transportation projects and 79% Region. Allocations $149 of environmental projects met or exceeded benchmark. 3 environmental projects were more than 2 weeks late • Service levels are consistent with industry norms. Total Costs $6,927 in meeting start times; however, all but 2 projects were • Engineering cost percentages shown are for in-house designed completed successfully within 1 month of their User Fees $40 scheduled completion dates. projects. Other Gov $0 Engineering Efficiency • Benchmark: Cost of engineering as a % of the Int Recoveries $6,887 construction cost for in-house designed transportation (10%) and environmental (14%) projects. Property Taxes $0 • 2013 Results: For transportation projects, engineering Total $6,927 comprised 7% of the construction costs while for Revenues environmental projects, it was 12%. • For consultant designed projects, the engineering FTEs 54.5 costs are generally 14% for transportation projects and 12% for environmental projects .

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Planning and Design Services Compensation $3,215 User Fees $40 S I 27.6 • Design and construction undertakes the detailed This service provides project Supplies/Svcs $143 Other Govs $0 design with in-house staff for approximately 40% of all transportation projects while the Division management, planning, preliminary and Allocation $74 Int Recovery $3,409 M utilizes consultants for the detailed design of the detailed design of all transportation Capital $17 Property Tax $0 remaining transportation projects and all projects and project management, Grants $0 preliminary and detailed design of all environmental projects. Total $3,449 Total $3,449 environmental projects.

Construction Services Compensation $3,249 User Fees $0 S I 26.9 • On a day-to-day basis, the Division is managing Construction management and Supplies/Svcs $139 Other Govs $0 as many as 100 capital projects at the same time. inspection of capital projects, including Allocation $75 Int Recovery $3,478 M • Total value of the combined annual capital contract administration, site inspection, Capital $15 Property Tax $0 budgets can exceed $270 million in a given year. testing and commissioning, and payment certification activities. Grants $0 Total $3,478 Total $3,478

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Program Service Description

Transportation Preparation of transportation master plans and asset management plans for the Region's Transportation Department network. Compare capital budgets Transportation & Travel demand forecasting. Preparation and/or Environmental Services review/approval of transportation impact studies for Region projects and development applications. Service Type Development of 10-year capital plans. Internal and External Corridor and utility management.

Budget ($,000s) Provincial transportation network and regulatory improvement advocacy.

Compensation $3,645 Rationale For Service Level Assessment & Service Supplies & $299 Performance Type Services Percentage of roads rated good to very good (54%) is • Capital expenditures for rehabilitation are required to prevent Grants & Pmts $0 below the average of 61%. Total capital expenditure further deterioration of the Region's aging infrastructure and Capital $38,316 per lane km ($37,000) is above the average of address a backlog of rehabilitation work. Funded by property $29,000. RoW capital spending is split fairly evenly tax and Federal gas tax transfers. Current funding level is not Allocations $150 between rehabilitation and expansion. In Halton, the adequate to address infrastructure deficit. Total Costs $42,410 total capital expenditure ($35,000 per lane km) is similar to RoW but a higher proportion is spent on • Capital plans for expansion is prepared in accordance with User Fees $175 rehabilitation. York and RoW spend comparable local growth and the Council-approved Regional amounts on expansion but York spends 70% less on Transportation Master Plan (RTMP) and Active Transportation Other Gov $14,683 rehabilitation. Master Plan (Walk Cycle Waterloo Region). Funded by Int Recoveries $1,574 Regional Development Charges. The internal targets for review of development Property Taxes $25,978 applications (3 weeks) and work permits (3 to 10 • Capital projects are designed in accordance with the Council- business days) are typically met. approved Context Sensitive Regional Transportation Corridor Total Revenues $42,410 Design Guidelines. From 2006 to 2014, the Region has doubled its cycling FTEs 35 facilities (from 149 to 289 km). • Targets for development application reviews and work permit reviews are set to meet developer, utility and contractor expectations. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 148 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Transportation Operations

Program Service Description $140 $140,000 FIR Comparison Transportation Providing access to Regional roads is an essential $120 $120,000 public service that enables road users to travel to $100 $100,000 Department destinations to carry out their daily activities. $80 $80,000 Transportation & Maintaining Regional roads includes Winter Control; Repair; Roadway Aesthetics (cleaning, grass cutting, $60 Capita $60,000

Environmental Services Lane / km weed control, landscape maintenance); storm system / $40 $40,000 Service Type maintenance; and Emergency / After Hours Response. $20 $20,000 External $- $- Waterloo York Peel Niagara Halton Durham Budget ($,000s) Roads/Capita Bridges/Capita Winter/Capita Winter/lane km Roads Cost/lane km Compensation $4,188

Supplies & $8,451 Performance Rationale For Service Level Assessment & Service Services Type OMBI reports that RoW costs for non-winter Grants & Pmts $0 maintenance plus depreciation are slightly more than • Road maintenance is a mandatory service. Capital $553 average ($18,333 per lane km vs an $17,876 median). • Minimum Maintenance standards are legislated for Allocations $1,597 OMBI reports that RoW spends less than average on Municipal Highways (Ontario Regulation 239/02 under the winter roads maintenance, $4,310 per lane km vs Municipal Act). RoW performs at that level. Total Costs $14,789 $5,286 on average. User Fees $441 Current non-winter maintenance costs are about $4,600 per lane km. Other Gov $0

Int Recoveries $777

Property Taxes $13,572 Total Revenues $14,789

FTEs 51.7

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Road Maintenance Compensation $1,895 User Fees $316 S E 27.5 • Road maintenance in the three cities is provided Includes: Repair; Roadway Aesthetics Supplies/Svcs $3,127 Other Govs $0 by the cities under an agreement with the Region. and Environment; and Emergency / Allocation $1,210 Int Recovery $733 L 1 After Hours Response , Storm System Capital $168 Property Tax $5,351 • For 2015, the Region will tender contracts for Maintenance grass cutting and landscape maintenance in the Grants $0 three cities. Total $6,400 Total $6,400 • Road maintenance of Regional roads in the townships is provided by Region forces and contractors. • Service Standards, per Provincial Minimum Maintenance Standards require that regional roads to be patrolled twice or once per week for most regional roads, which are class 2 or 3.

Winter Control Compensation $1,492 User Fees $0 S+ E 19.7 • Winter control in the three cities is provided by Includes: Snow removal, sanding & Supplies/Svcs $5,046 Other Govs $0 the cities under an agreement with the Region. salting Allocation $216 Int Recovery $0 L 1 • Winter control of Regional roads in the Capital $222 Property Tax $6,976 townships is provided by Region forces and contractors. Grants $0 Total $6,976 Total $6,976 • Service Standards, per Provincial Minimum Maintenance Standards provide, for regional roads, most of which are class 2 or 3: • Salt/sand within 4 to 8 hours of substantial probability of ice forming • Plow within 6 to 12 hours of observed accumulations of 5 to 8 cm.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Road Maintenance Support Compensation $803 User Fees $124 S I 4.5 • A 2014 review recommended automating the Services Supplies/Svcs $277 Other Govs $0 utility locating, work order and timesheet data entry and tracking processes using in-the-field Includes Customer Service, Dispatch & Allocation $171 Int Recovery $44 L 1 work order and Data Management & hand-held data entry devices. Capital $162 Property Tax $1,245 Policy / Coordination. • An implementation plan and budget is planned Grants $0 for presentation to Council in 2015 for approval Total $1,413 Total $1,413 as part of the 2016 budget cycle.

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Program Service Description $40 FIR Comparison - Traffic Operations & Roadside Transportation Traffic Operations includes the design, operation, and $35 maintenance of all traffic signals in the Region, as well $30 as pavement markings, road signs and street lighting Department $25 on Regional roads. Transportation & $20 Environmental Services $15 Service Type $10 $5 External $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Expenditure/Capita Net of Revenues

Compensation $4,169 Supplies & $3,727 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 RoW net cost of $14 per capita is above Durham at $11 per capita but well below York and Peel costs at • Traffic control is governed by the Highway Traffic Act. Capital $618 $29 to $32 per capita. • Provincial Minimum Maintenance Standards regulate road Allocations $87 and sign inspection and service standards. Total Costs $8,601 User Fees $30 Other Gov $0 Int Recoveries $517 Property Taxes $8,054

Total $8,601 Revenues

FTEs 37.5

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Traffic Control Support Services Compensation $903 User Fees $0 S I 4.5 • A 2014 review recommended automating the Includes Customer Service, Dispatch, Supplies/Svcs $200 Other Govs $0 utility locating, work order, and timesheet data entry and tracking processes using in-the-field work order and Data Management & Allocation $0 Int Recovery $0 L Policy / Coordination. hand-held data entry devices. Capital $163 Property Tax $1,266 • An implementation plan and budget is planned Grants $0 for presentation to Council in 2015 for approval Total $1,266 Total $1,266 as part of the 2016 budget cycle.

Roadway Safety Signage & Compensation $1,507 User Fees $20 S E 16 • Centre lines and lane markings in urban areas are Markings Supplies/Svcs $893 Other Govs $0 repainted twice per year and other lane markings Deliver Traffic Signs and markings on are repainted once per year. Allocation $61 Int Recovery $479 L 1 all Region roadways. Deliver sign • Durable markings such as stop bars and ladder installation and maintenance services Capital $258 Property Tax $2,220 crosswalks are replaced every 3 years on for bus stop signs. Conduct roadway Grants $0 average. inspections as part of regular road Total $2,719 Total $2,719 • Signs are replaced if damaged, faded or outdated patrols and annually for sign reflectivity. as identified during regular road patrols. • All signs are date stamped and replacement frequency is tracked by an inventory system. • Sign life is generally greater than 10 years.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Street Lighting Compensation $0 User Fees $0 S E 0 • Street lighting is maintained by the local Review illumination and electrical Supplies/Svcs $1,144 Other Govs $0 electrical utilities. aspects of new designs. Manage Allocation $0 Int Recovery $0 L 2 contracted maintenance. Asset Capital $0 Property Tax $1,144 management. Grants $0 Total $1,144 Total $1,144

Traffic Signals & Traffic Signal Compensation $1,758 User Fees $10 S E 17 • The region has about 480 traffic signals. Engineering Supplies/Svcs $1,489 Other Govs $0 • Most are connected to our Traffic Control Centre Deliver Traffic Signal and Signal Allocation $26 Int Recovery $38 L 2 to allow computerized control and management. Systems services Capital $198 Property Tax $3,423 Grants $0 Total $3,471 Total $3,471

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Program Service Description $400 $14.00 FIR Comparison $350 $12.00 Transportation Grand River Transit (GRT) operates a family of Public Transit Services. The conventional transit network $300 $10.00 Department operates 70 bus routes in Cambridge, Kitchener and $250 Waterloo. This includes three smaller bus (BusPLUS) $8.00 $200 Transportation & contracted routes in growing neighbourhoods and one $6.00 Environmental Services route into St. Jacobs and Elmira. All buses are $150 equipped with bike racks and since 2011 all GRT $100 $4.00 Service Type buses are low floor accessible. $50 $2.00 External $- $- Waterloo York Peel Durham Budget ($,000s) Expenditure/Capita Net of Revenues Net Cost per Trip

Compensation $57,063 Supplies & $18,652 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 For 2013, OMBI reported the Region of Waterloo (ROW) provided 50.5 passenger trips per capita. • Grand River Transit (GRT) was established as a Regional Capital $15,588 Higher than the average of 44.8, but much lower than service in 2000. Creating a seamless transit network was Allocations $7,062 Toronto, Ottawa and Calgary, the participants with identified as a key factor in the Regional Transportation rapid transit systems. Service levels increased Master Plan (RTMP) to provide increased opportunities for Total Costs $98,365 significantly in recent years, from 1.15 to 1.47 hours residents to use modes of transportation, other than the per capita, moving from well below average to slightly automobile. User Fees $33,904 above average. The cost of providing an hour of • Since GRT began in 2000 the level of service and ridership Other Gov $9,578 service was $131, the same as the average. The RoW is recovering 41% of transit costs, largely from fares, have grown significantly. Hours of service increased from Int Recoveries $10,686 which is below the average of 44% (Toronto recovers 325,000 to 641,000 and ridership has grown from 9 million annual riders to 22 million . The transit network now includes Property Taxes $44,197 70%, Ottawa 53%, Calgary 49%, but York only 39% and Durham 34%). The RoW average fare is $1.32 , 70 bus routes, 3 BusPLUS routes and 4 express routes. Total Revenues $98,365 below the average of $1.66. In the 2011 Customer • GRT operates in accordance with Provincial legislation such Satisfaction Survey, 80% of respondents indicated FTEs 620.8 as the Highway Traffic Act, the Employment Standards Act they were very satisfied or satisfied with their last trip and the Ontario Human Rights Code, The Region of Waterloo on GRT. Act was amended to include public transit services.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Transit Support Services Compensation $3,631 User Fees $1,044 S I 42.94 • Transit Support Services includes Customer Provides a variety of support services Supplies/Svcs $1,181 Other Govs $425 Service, Marketing, Communications, Finance to the Transit Services Division. Allocation $3,266 Int Recovery $3,973 M 3 (including debt service), Facilities, HR, IT, and Capital $10,270 Property Tax $12,906 Administrative Services. Grants $0 • Provides support to assist with the delivery of a Total $18,348 Total $18,348 high quality, effective, efficient and customer focused transit service.

Transit Development Compensation $1,414 User Fees $40 S I 14.0 • The Transit Development group is a new Plans and coordinates the Supplies/Svcs $116 Other Govs $0 addition to Transit Services as part of the 2014 conventional transit route network. Allocation $51 Int Recovery $239 M 3 organizational restructure. Current focus is on the seamless Capital $9 Property Tax $1,311 • This group provides transit planning to ensure integration of GRT and Rapid Transit Grants $0 the service delivery meets customer /community services. Total $1,590 Total $1,590 needs and the Transportation Master Plan goals.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Operations Compensation $43,078 User Fees $32,645 S E 466.5 • Operations is responsible for the safe, customer Provides the service delivery of Supplies/Svcs $1,396 Other Govs $7,322 focused and reliable delivery of 70 conventional conventional transit services in Allocation $614 Int Recovery $5,180 M 3 transit routes. Waterloo Region Capital $1,163 Property Tax $1,104 • This group's focus on performance management Grants $0 includes safe driving, customer service, work Total $46,251 Total $46,251 coverage and attendance management. • In 2014 Conventional Operations preventable collision rate was 0.86 preventable collisions per 100,000 km. • Customer service issues in 2014 were 19/100,000 passengers. • In 2014 Conventional Operations operated 99.91% of scheduled service.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Fleet Compensation $8,940 User Fees $175 S E 97.33 • Fleet is responsible for the maintenance of 240 Purchases, maintains and provides Supplies/Svcs $15,958 Other Govs $1,830 transit buses. the daily servicing of vehicles at two Allocation $3,131 Int Recovery $1,295 M 3 • The Highway Traffic Act requires buses be facilities; one on Conestoga Blvd in Capital $4,147 Property Tax $28,876 inspected to MTO safety standards on a semi- Cambridge and the other in Kitchener Grants $0 annual basis. Additional PM inspections occur on Strasburg Rd. Total $32,176 Total $32,176 at 10,000 km intervals. • Performance measures are used to monitor fleet reliability, legislative compliance, service reliability, and vehicle cleanliness. • In 2014 90% of PM/MTO inspections occurred as scheduled. • Spare ratio is 22%. • In 2014 peak period deployment was met 99.9% of the time.

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Program Service Description $40 FIR Comparison Transportation Specialized transit is an accessible door to door $35 service which is provided by MobilityPLUS (MP) in $30 North Dumfries and the urban areas and by contract Department $25 with Kiwanis Transit for Wellesley, Wilmot and Transportation & Woolwich. All customers need to meet an eligibility $20 Environmental Services criteria. $15 $10 Service Type MobilityPLUS also offers weekday service to various adult day services within the urban areas. $5 External $- GRT's fleet is now fully low floor accessible and many Budget ($,000s) Waterloo York Peel Durham MP registrants are using conventional transit. Expenditure/Capita Net of Revenues Compensation $4,939 Supplies & $4,616 Rationale For Service Level Assessment & Service Performance Services Type

Grants & Pmts $0 In 2013 the Canadian Urban Transit Association • MobilityPLUS was established as a Regional service in 2001 (CUTA) reported the ROW had a net cost/capita of to support the conventional Grand River Transit system by Capital $460 $15.89, below the average of $21.72. The number of providing an accessible door to door transit service for trips/capita of .59 was also below the average of.86 Allocations $0 customers. MobilityPLUS specialized services are intended trips/capita. Also the Region provided 2.54 rides/hour for transit customers with a physical disability who are unable Total Costs $10,015 slightly above the CUTA average of 2.47. to access fixed-route public transit, such as GRT conventional User Fees $675 buses, for the majority of their transportation needs. Eligibility Comparing 2002 to 2013 - the trips/capita increased is considered on a case by case basis and is not based on a Other Gov $1,104 from .45 to .59 in the urban areas and from .47 to .79 in the rural areas. The number of urban registrants particular disability nor is it based on income level. Int Recoveries $244 grew from 4,372 to 7,627 and rural from 906 to 1,455. • Specialized transit services are delivered by many service Property Taxes $7,992 providers including MP buses, contract taxis, Kiwanis Transit In 2013 there were 144,000 accessible trips taken by in the rural areas, GRT low floor buses, and through a cost Total $10,015 registrants on GRT low floor buses and 70,000 Taxi shared service known as Taxi Scrip. Revenues Scrip trips, up from 8,300 when this cost shared taxi service was introduced in 2003. • The Accessibility for Ontarians with Disabilities Act (AODA) FTEs 57.4 requires communities to provide the same hours of service and fares as the conventional transit service. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 159 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Specialized Public Transit

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Mobility Plus Operations Compensation $4,630 User Fees $327 B E 54.4 • MP Operations is responsible for the safe, Coordinates and provides the delivery Supplies/Svcs $3,262 Other Govs $1,104 customer focused and reliable delivery of specialized transit services, with 30 MP buses or of MobilityPLUS services in Waterloo Allocation $0 Int Recovery $244 L 1 Region. by contract with local taxis or Kiwanis Transit. Capital $460 Property Tax $6,677 Grants $0 • In 2001 there were 190,000 trips which has Total $8,352 Total $8,352 grown to 495,000 in 2013. including the 144,000 rides on Conventional Transit. In 2013 there were 3,584 unaccommodated rides. • Medical, post secondary and employment trips can be booked up to 28 days in advance. Recreational and personal trips may be booked 7 days in advance. Customers can call up to 10:15 PM daily to inquire about availability for the next day. • This group's focus on performance management includes safe driving, customer service, attendance management and improving the efficiency of scheduling customer trips.

Mobility Plus Fleet Compensation $295 User Fees $0 S I 3.0 • Fleet maintenance for MobilityPLUS was Purchases, maintains and provides Supplies/Svcs $635 Other Govs $0 assumed by the Region in January 2015 from the daily servicing of MobilityPLUS the City of Kitchener (COK). Allocation $0 Int Recovery $0 T 3 buses Capital $0 Property Tax $930 • Historically the COK leased space at the GRT Grants $0 Strasburg Rd facility to perform this work. Total $930 Total $930 • When they moved, the shuttling of buses added to the cost and in January 2015 GRT fleet assumed responsibility for this work in house.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Taxi Scrip Compensation $13 User Fees $348 S E • The purchase of Taxi Scrip is only available to Taxi Scrip was introduced to increase Supplies/Svcs $720 Other Govs $0 MobilityPLUS registrants in the urban area who can purchase $120 of taxi trips each month for access for MobilityPLUS registrants to Allocation $0 Int Recovery $0 M 4 $60 dollars. local taxi services on a 50% cost Capital $0 Property Tax $385 shared basis. Grants $0 • Taxi Scrip allows customers to book their travel Total $733 Total $733 directly with local taxi operators. • In 2013 there were 70,000 trips taken by Taxi Scrip at a gross cost per trip of $9.85 and a net cost per trip of $4.38.

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Program Service Description

Transportation Oversee and manage the building and operation of an efficient, easy to use, ION rapid transit service Department that will be totally integrated with conventional transit Photograph? service. Map? Transportation & Environmental Services

Service Type

External

Budget ($,000s)

Compensation $2,438 Supplies & $513 Performance Rationale For Service Level Assessment & Service Services Type Performance is measured by the implementation of Grants & Pmts $0 the ION project within the approved budget and • Project continues to be on time and on budget. Capital $30,387 schedule. The core team draws on other resources from within the Region when required. Allocations $82 Total Costs $33,420 User Fees $0 Other Gov $0 Int Recoveries $9,035

Property Taxes $24,385 Total Revenues $33,420

FTEs 24.6

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Program Service Description $60 $300 FIR Comparison Utilities Curbside residential waste collection by external $50 $250 contractors for green bin organics, yard waste, $40 $200 large item, and blue box recycling and contract Department administration. $30 $150

• Includes IC&I collection from downtown BIAs, $20 Capita $100 / tonne /

Transportation & / schools, universities and some larger multi-res Environmental Services $10 $50 (apartment, townhouse) complexes. Service Type • Includes rebates to multi-res that do not receive $- $- Waterloo Peel Niagara Halton Durham External curbside collection. $(10) $(50) • Includes costs for roadside dumping and litter Budget ($,000s) reduction. Collection/Capita Collection Net/Capita Collection/tonne

Compensation $1,869

Supplies & $22,921 Performance Rationale For Service Level Assessment & Service Services Type OMBI reports Waterloo collects 0.92 tonnes per hhld of Grants & Pmts $0 all wastes combined per year (exactly the average) and • In 2000, curbside collection services consolidated at the Capital $55 collection costs at $115 per tonne are above the $97 Regional level with most service levels from local area average. Approximately 85,000 tonnes of residual waste municipalities grandfathered. Allocations $336 (garbage) and about 60,000 tonnes of diversion materials (yard waste, green bin, blue box) are collected curbside • Service levels have become more standardized with Total Costs $25,181 annually. successive collection contracts but some inconsistencies exist User Fees $0 between local municipalities and rural/urban collection. Some The residential diversion rate at 52.3 % (2013 OMBI) and service levels exceed the standards of other municipalities Other Gov $0 0.52 tonnes diverted per hhld are above median in and in other parts of the RoW. comparison to our peers while 0.48 tonnes disposed in Int Recoveries $0 landfill per hhld is less than our peers. • Services range from essential (garbage collection) to discretionary, such as the large item pick-up. Property Taxes $25,181 Over 1.5 million combined collection stops per month • 2013 Waste Master Plan identified consideration of curbside Total Revenues $25,181 servicing approximately 175,000 households. collection policy changes as a means to increase residential FTEs 20.5 6.25 complaints per 1,000 households (OMBI 2013) is diversion. well below median of 31.42 complaints.

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Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Recycling Collection Services Compensation $0 * User Fees $0 S+ E 4.5 • Weekly collection available to all single Collection services for the Region’s Supplies/Svcs $7519 Other Govs $0 residential homes and multi-res (based on access), as well as schools, universities, customers to collect recyclable Allocation $0 Int Recovery $0L,C,M,T,FA 3 materials in two separate streams downtown BIAs Capital $0 Property Tax $7,519 (paper materials and container Grants $0 • Collect over 35,000 tonnes annually with over materials). Curbside blue box and cart 95% participation rate collection. Total $7,519 Total $7,519 • Material types collected curbside go well beyond legislated requirements and are typically based on availability of sustainable recycling markets Council direction and projected revenue (usually a less important consideration).

Garbage Collection Services Compensation $0 * User Fees $0 S+ E 3.0 • Weekly collection available to all single Collection services for the Region’s Supplies/Svcs $9,815 Other Govs $0 residential homes and multi-res (typically less customers to collect residual waste than 6-units) with some IC&I collection in Allocation $0 In Recovery $0 L,C,M,T 2 (garbage). Curbside bag/container downtown BIAs (6-days/week). Garbage rebates Capital $0 Property Tax $9,815 collection and bulky waste collection. are provided for multi-res properties not eligible Garbage is typically co-collected with Grants $0 for municipal curbside collection. green bin waste (split packer truck) Total $9,815 Total $9,815 • Bag/container limits vary from 3 (in some rural with larger items/appliances collected townships) to 10 (in tri-cities) . Limits under by separate truck (as necessary). review with intention to standardize across entire Region (at 3 or less weekly likely) or potentially bi-weekly garbage collection as well as potential for bag tags. Reporting to Council in spring 2015 for direction

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Organic Waste Collection Compensation $338 User Fees $0 S E 6.0 • Weekly green bin collection, co-collected with Services Supplies/Svcs $5,372 Other Govs $0 garbage on same truck for single residential homes only. Bi-weekly yard waste collection Collection services for the Region's Allocation $0 Int Recovery $0 C,M 4 from early April to late November for single customers to collect organic waste Capital $10 Property Tax $5,720 materials (yard waste and green bin residential and some multi-res. Grants $0 organics) Total $5,720 Total $5,720

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Solid Waste Collection Support Compensation $1,531 * User Fees $0 S I 5.0 • Includes contract administration (curbside Services Supplies/Svcs $215 Other Govs $0 collection), customer service and promotion and education (resident collection calendars, Support Activities for the Solid Waste Allocation $0 Int Recovery $0 C,M,T website, social media, etc.) as well as Collection Services includes various Capital $45 Property Tax $2,127 administrative functions to support the finance/centralized service support and Grants $336 collection operations services. administration Total $2,127 Total $2,127

Bulk Waste Collection Services Compensation $0 * User Fees $0 S+ E 2.0 • Weekly collection in tri-cities for single family Collection services for eligible Supplies/Svcs $0 Other Govs $0 residential and some multi-res (typically less properties to collect large items such than 6-units). Allocation $0 Int Recovery $0 C,M,T 4 as furniture and appliances. Capital $0 Property Tax $0 • Monthly collection in Townships. Note: cost and revenue numbers Grants $0 included as part of garbage collection • Reviewing service level with view to standardize Total $0 Total $0 subservice. across entire Region Reporting back to Council in Spring for further direction.

* Compensation identified under Solid Waste Collection Support Services incorporates recycling, garbage and bulk waste collection services costs.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 166 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Solid Waste Processing and Disposal

Program Service Description $140 $600 $120 $500 Utilities Operation of the Waterloo sanitary landfill, the Cambridge bulk waste transfer station, composting $100 $400 $80 Department Pads, and small vehicle transfer stations including $300

drop-off areas for waste diversion services such as $60 /Capita Transportation & /tonne $200 household hazardous waste, e-waste, tires, scrap $40 Environmental Services metal, textiles, reusable building materials, etc. $100 $20 Service Type $- $- $(20) Waterloo York Peel Niagara Halton Durham $(100) External $(40) $(200) Budget ($,000s) Disposal/Capita Disposal Net/Capita Diversion/Capita Diversion Net/Capita Disposal Cost/tonne Diversion Cost/tonne Compensation $5,766 Supplies & $9,364 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 OMBI reports that Waterloo diverts 52% of waste away from landfill, well above the average of 47%, and • Waterloo landfill operational since 1973 with EA approved Capital $7,808 does it at a cost of $162 per tonne, up from $126 in expansion in early 1990's to provide primarily residential 2012, but better than the $176 per tonne average. Allocations $2,174 waste disposal services as well as a disposal option (fee Cost increases are primarily driven by external market applied) for IC&I waste generators. Only non-hazardous Total Costs $25,112 (commodity pricing) factors that are out of Region's solid waste generated within the Region of Waterloo control. Placing the rest in landfill costs $95 per tonne, User Fees $13,308 acceptable under certificate of approval. more than the $70 per tonne average. Other Gov $0 • Extensive environmental systems/controls/monitoring, As the FIR data shows top right, RoW has roughly above industry standard and in accordance with regulatory Int Recoveries $579 equal spending on disposal and diversion, where most approvals, are in place due to proximity of urban Property Taxes $11,225 other regions give diversion more investment development (nuisance receptors).

Total Revenues $25,112 Proposed 2015 household tax levy of $148/hhld for property valued at $291,500 for all waste FTEs 64.5 management services is at low end of range in comparison to other Ontario municipalities.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 167 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Solid Waste Processing and Disposal

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Solid Waste Processing Compensation $913 User Fees $0 S E 5.0 • Includes contract administration (recycling Support Services Supplies/Svcs $68 Other Govs $0 centre, hauling between sites, etc.) customer service and promotion and education (i.e. Conducts customer service and Allocation $94 Int Recovery $99 C,M,T 3 promotion and education as well as Environmental Education Centre, school Capital $6 Property Tax $982 finance/centralized service support curriculum, website, social media, etc.) as well and administration Grants $0 as finance/centralized service support and Total $1,081 Total $1,081 administration

Solid Waste Disposal – Compensation $1,969 User Fees $7,048 S E 21 • 168,000 tonnes landfilled in 2013 (90,000 via Waterloo Landfill Supplies/Svcs $2,383 Other Govs $0 residential collection and 78,000 tonnes from Accept non-hazardous municipal solid IC&I waste sector). IC&I waste variable due to Allocation $1,272 Int Recovery $0 L,C,M,T 2 waste for final disposal. Manage external market conditions. Approximately 15 to landfill operations and maintenance, Capital $5,715 Property Tax $4,291 20 years landfill capacity remains with significant environmental monitoring and Grants $0 $0 additional challenges related to environmental governance, landfill gas to energy Total $11,339 Total $11,339 controls given proximity of urban development to well field, and plant maintenance. the site • IC&I tipping fee at $75/tonne is at low end in comparison to other Ontario municipal landfill sites • Landfill bans exist for tires, cardboard and e- waste • Costs include post-closure liability which also fluctuate year over year. • Public/private landfill gas utilization with Toromont (considered best practice)

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Diversion Processing Compensation $623 User Fees $6,260 S E 11.0 • Region owns 2-stream material recycling centre Management and operations of the Supplies/Svcs $5,225 Other Govs $0 (built in 1991 and renovated in 2009) Materials Recycling Centre (MRC) Allocation $378 Int Recovery $203 C,M,IS,FA, 2,3 • Processing contracted out to 3rd party and and diversion of yard waste, e-waste, T administered by region staff. Marketing/sale of tires, green bin organics, HHW, scrap Capital $1,292 Property Tax $1,055 all materials done by Region (not part of metal, etc. from landfill. This includes Grants $0 processing contract) processing collected materials (for Total $7,518 Total $7,518 blue box materials), sorting, preparing • Approximately 35,000 tonnes of recyclable for shipping, transporting, marketing, material processed annually etc. for the various waste materials • Residual rate (feedstock material that goes to diverted. landfill) is about 5% and is one of the lowest in the industry • Centralized composting in accordance with Provincial regulation occurs at the Cambridge site with over 35,000 tonnes of yard waste/leaves processed annually into Class A compost for residential giveaway and sale to the private sector

Closed Landfill Management Compensation $148 User Fees $0 S I,E 2.0 • Environmental monitoring services undertaken Management, maintenance, Supplies/Svcs $490 Other Govs $0 at all closed landfill sites in accordance with remediation, and environmental Ministry of Environment and Climate Change Allocation $135 Int Recovery $0 L,C,M,T 2,3 monitoring and governance of the requirements and specific site Certificates of Region’s 5 closed Landfill sites. Capital $11 Property Tax $784 Approval Grants $0 • No current regulatory compliance issues Total $784 Total $784

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Transfer Station Operation Compensation $2,113 User Fees $0 S+ E 25.5 • One large (bulk) waste transfer station in Six transfer stations, scale house Supplies/Svcs $1,198 Other Govs $0 Cambridge (replaced former landfill) and five (5) operations and transportation of small vehicle transfer stations (one in each of Allocation $295 Int Recovery $277 C,M,T 2,3 collected waste to appropriate end four townships – no scales; piece rate and one Capital $784 Property Tax $4,113 disposal sites/end markets. at Waterloo site – scaled loads). Grants $0 • All sites accept residual garbage and Total $4,390 Total $4,390 recyclables. Household hazardous waste received at Cambridge and Waterloo sites only through dedicated HHW drop-off depots. • Residual garbage transferred to active Waterloo Landfill. Recyclables (containers) transferred to Waterloo recycling centre for processing. Fibres shipped direct to end processor. • Usage of rural transfer stations has declined significantly since 2009 with increased curbside collection in townships while costs to maintain has increased. Council approved closure of the four sites at the end of 2015.

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Program Service Description $250 $1,250 FIR Comparison Utilities Responsible for drinking water supply in the $200 $1,000 Region, 75% groundwater and 25% surface water $150 $750 Department (Mannheim WTP). Operate trunk and dual water mains, elevated water storage, water reservoir and $100 $500

Transportation & /Capita mgl Environmental Services booster systems, flow chambers to provide water to / lower tier municipalities. Distribution services $50 $250 Service Type provided to North Dumfries and Wellesley $- $- Townships. Technical services (engineering, Waterloo York Peel Niagara Halton Durham External hydrogeology, financial and analytical), support $(50) $(250) Budget ($,000s) delivery of safe potable water. Operate 24 hours/7 days per week with emergency maintenance Treatment/Capita Distribution/Capita Net Cost/Capita Cost/ mgl Compensation $9,019 response. Operating Authority is accredited with a Municipal Drinking Water License. Rationale For Service Level Assessment & Service Type Supplies & $16,061 Services Performance • Operational, Monitoring & Maintenance regulated by Safe Drinking Water Act & Clean Water Act, EPA, OWRA, AWWA standards, Ten OMBI reports the cost of treating & transmission of Grants & Pmts $2,771 State Standards. drinking water is higher ($655 per megalitre) than Capital $22,875 elsewhere ($582 two tier OMBI average); cost reflects • Treatment for Crypto at surface water plant above standard in low per capita demand and complex ground water supply accordance with Peer Review of Mannheim WTP Operations Allocations $5,131 system with numerous small systems. Volumes treated • Treatment for 1,4 Dioxane, TCE and GUDI wells above standard to Total Costs $55,869 are lower than average, at 10,086 megalitres per 100,000 ensure multiple barrier approach to supply safe drinking water people compared to an average of 13,400 based on an • Services established by Regional bylaws/policies on Water Rates, User Fees $54,942 established water efficiency service; many operating Well Interference, Water Supply, Water Efficiency, Source Water costs are fixed with lower consumption resulting in higher Protection Other Gov $0 per mega liter cost. Recognized for very low residential • Studies and Master Plans identify capital and asset management Int Recoveries $927 per capita demand at 202 L/capita/day; service target to plans, Infrastructure Reinvestment and maintenance established by decline to 165 l/capita/day by 2025. Great Lakes pipeline asset management ( $807 M assets) Property Taxes $0 deferred beyond 2051 with water efficiency. Water supply • Source Protection Policy above standard protect unique is sustainable to 2051 with existing supply supplemented groundwater supply such as Smart About Salt, Rural Water Quality Total $55,869 with 50 MLD of new water to meet average day Revenues demands. Challenge for operating budget is hydro cost, • Established Water Efficiency supports deferral of the Great Lakes conservation services have lead to hydro consumption pipeline beyond 2050 FTEs 81.9 decreasing as unit cost increases.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 171 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Water Supply and Distribution

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Water Supply Compensation $6,254 User Fees $50,806 S+/S E 57 • Service Delivery is defined by Drinking Water Treatment and supply of drinking Supplies/Svcs 15,616 Other Govs $0 Operations Plan, Master Plans for Water Supply, Water Distribution and Efficiency, Source water, this includes: Allocation 3,799 Int Recovery $15 L 1 Protection Plans (available on web site); • the 24 hour/7day per week Capital 22,430 Property Tax $0 • Chemical Supply, staff training and qualifications, operation and maintenance of Grants 2,720 $0 establish critical control points defined in treatment facilities, one surface Total $50,821 Total $50,821 Operational Plan in the DEMS water plant, 20 ground water supply systems, 24 System Wells, • Multi barrier approach to treating water (surface and ground); CT calculators and on line analyzers 84 Raw Water Wells and Aquifer and Storage recovery system • Extended Terminal Sub Fluidization Wash (ETWS) filter optimization in partnership with University at • Water storage including 7 elevated Mannheim TWP water towers, 14 water reservoirs • Supply annually 54 million cubic meters and pumping booster stations and control valves and flow chambers • Hydro consumption is over 48,000,000 kWh annually; cost of $6.6M which is 27 % of operating • Regional water main, including budget both trunk and dual water mains; • 22 MOECC inspections for compliance 19 rated approximately 255.5 km of trunk 100% and audits for Municipal Drinking Water mains and 75 kms of dual water License mains • Annual Reports to Regional Council on Water Quality and Summary of Compliance (released annually) • Benchmarks of 1.08 #O&M FTE/1,000 ML follow median for section (2012 data) • O&M cost of $306/ML have been steady; Region costs are below median in 2012 (median $362) • Approved User rates $0.9776/m3 @2015 with a 4.9 % increase • Development Charge rates updated 2014

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 172 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Water Supply and Distribution

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Water Distribution Compensation $293 User Fees $1,966 S E 3 • Service Delivery is defined by Drinking Water Water distribution for the Townships Supplies/Svcs $305 Other Govs $0 Operations Plan, SDWA, EPA, OWRA, AWWA standards, Ten State Standards, Operating of North Dumfries and Wellesley, the Allocation $1,079 Int Recovery $133 L 1 &2 operation and maintenance of the Manuals and Manufactures direction, ECA, Capital $422 Property Tax $0 municipal drinking water distribution MOECC standards. Grants $0 $0 system (70 km of water main). • Regional by law defines distribution service Total $2,099 Total $2,099 levels; back flow prevention will be implemented in 2015. • Design Guidelines for Construction and Commissioning of water mains and sanitary sewers. • Annually distributes 739,000 cubic meters. • MOECC inspections for compliance annually and reports under water supply. • Approved User rates $2.18 m3 for 2015 with a 8.9 % increase and a flat rate of $8 per month.

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Water Technical Services Compensation $2,472 User Fees $2,170 S I 21.9 • Update Master Plan every 5 to 7 years, undertake For the delivery of water services, Supplies/Svcs $140 Other Govs $0 Environmental Assessments based on Municipal Engineering Guidelines involves engineering and planning, Allocation $253 Int Recovery $779 L, C, M 1,2,3 hydrogeological and source water • Release annual Water& Wastewater Monitoring Capital $35 Property Tax $0 protection, water efficiency, finance, Report as per Region policy; confirms capacity Grants $50 $0 and administrative services. available to support growth; WWWMR reporting on Total $2,949 Total $2,949 capacity available to support growth and per capita consumption. Review various planning applications. • Source Protection manage 2500 significant threats, 700 risk management plans. • Comprehensive model of groundwater to ensure sustainable supply. • Comprehensive source management plans and hydrogeological assessments, maintenance and monitoring of the wells , water quality and water taking permit renewals. • Asset Management defines strategic reinvestment in infrastructure; water main replacement, steel reservoir (Assets over $ 807 M) • Facility assessments; Shade Mills WTP Assessment, Hidden Valley Assessment, Diesel Generator Study, etc. • Water efficiency targets benchmarks - Annual, cumulative by 2025 • Annual Water Savings , 1,370,000 m3 • Annual Water Savings Peak 279,489 m3 • Annual Green house Gas eliminated 7,304 tonnes • Savings on Water /WW operating costs $634,000 • Deferred/avoided capital $2.8 million/year avg water • Deferred/avoided capital $700,000/yr avg wastewater

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 174 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Wastewater Collection & Treatment

Program Service Description $200 $1,200 FIR Comparison The RoW has 13 wastewater treatment facilities with $1,000 Utilities $150 various technologies for secondary and tertiary treatment $800 and conducts biosolids management and disposal. Area Department $100 $600 municipalities generally responsible for wastewater Transportation & collection, however RoW has six raw sewage pump $400 $50 Environmental Services stations and associated force mains. Services include $200 wastewater collection in North Dumfries and Wellesley. Service Type $- $- Wastewater and Biosolids Master Plans to be updated Waterloo York Peel Niagara Halton Durham commencing in 2015. Ongoing capital plans include $(200) External $(50) major reinvestment in infrastructure and growth related $(400) capital plans. Technical services (include engineering, Budget ($,000s) $(100) $(600) hydrogeology, financial and analytical), support Collection/Capita Treatment/Capita Net Cost /Capita Cost/ mgl WW Treated treatment of wastewater and disposal of biosolids. Compensation $6,351 Operations are contracted to the Ontario Clean Water Agency OCWA (contact term ends Dec 31, 2020). Rationale For Service Level Assessment & Service Type Supplies & $23,010 Environmental Enforcement and Laboratory Services Services • Operational , Monitoring & Maintenance established by EPA, provided to Region and local municipalities. OWRA, NMA, O Reg 129/04, OMECC standards, TSSA Grants & Pmts $3,284 standards (digester gas code). Capital $36,478 Performance • Elluent compliance and objectives are defined in ECA; some effluent criteria more stringent due to limited receiver Allocations $4,250 OMBI reports the cost of wastewater treatment is $510 • Maintenance, operational checks and monitoring is defined by per megalitre, lower than York at $537, but higher than ECA, maintenance manual and industry standards. Total Costs $73,373 the $474 average of single tier systems. Higher unit cost • OCWA contract has set treatment standards at the ECA reflects the multiple treatment facilities. Volumes are User Fees $71,327 reported to be much lower (12,627 megalitres per objective level (higher standard ) than to ECA compliance. Other Gov $0 100,000 population) than the average for one-tier • Plans established by Regional bylaws/policies on Wastewater systems (17,426). This suggests low per capita usage Rates, for I&I studies. Int Recoveries 2,046 and less infiltration and fewer combined sewers in RoW. • Studies and Master Plans identify capital plans and asset However 1.8% of wastewater in RoW bypasses management plans. Property Taxes $0 treatment (tertiary bypass), much more than the average • Infrastructure Reinvestment and maintenance established by Total $73,373 of .33%. Challenge is hydro cost (24 % operating asset management ( $1.020 B assets). Revenues budget); hydro consumption is increasing with • Environmental Enforcements and Laboratory Services set by commissioning of new infrastructure and hydro unit MOECC, CALA ISO 17025, OWRA, SDWA, O Reg 128/04. O FTEs 62.9 cost is also increasing. Estimated costs for operating Reg 248/03 and Region's Sewer Use By Law. and maintenance projected in 10 year user rate models. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 175 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Wastewater Collection & Treatment

Sub-Services

Service Service FTEs Subservice Name & Costs ($000’s) Revenues ($000’s) Level & Type Notes Description Source

Wastewater Treatment Compensation $806 User Fees $64,701 S E 7 • Service Delivery is defined by Operating Manuals Operation and maintenance of the Supplies/Svcs $21,717 Other Govs $0 and Manufactures direction, Wastewater and wastewater outstations and Biosolids Master Plans (available on web site), ECA, Allocation $2,781 Int Recovery $32 M, P, L 1 & 2 wastewater treatment plants. MOECC standards. Capital $36,145 Property Tax $0 • Treat annually 67 million cubic meters. Grants $3,284 Total $64,733 Total $64,733 • Hydro consumption is over 38,000,000 kWh annually; cost of $5.1 M which is 24 % of operating budget. • MOECC inspections for compliance to ECA and regulations every 4 years. • Benchmarks of 0.26 #O&M FTE/1,000 ML (2012 data Kitchener) with median at .92 #OHM FTE/1,000 ML. • O&M cost of $308/ML in 2012 Kitchener; median is $310/ML. • Approved User rates $0.9441 m3 @2015 with a 7.9 % increase. • Development Charge rates updated in 2014.

Wastewater Collection Compensation $0 User Fees $1,093 S E 0 • Service Delivery is defined by Operating Manuals Operation and Maintenance of the Supplies/Svcs $42 Other Govs $0 and Manufactures direction, Regional By Law, ECA, Regionally owned collection MOECC standards. Allocation $802 Int Recovery $0 P, L 1 & 2 system in North Dumfries and Capital $249 Property Tax $0 • Collect annually 494,000 cubic meters. Wellesley; systems includes 46 • Design Guidelines for Construction and km of sanitary sewer. Grants $0 Total $1,093 Total $1,093 Commissioning of water mains and sanitary sewers. • MOCK inspections for compliance to ECA and regulations every 4 years. • Approved User rates $1.81 m3 for 2015 with a 6.9 % increase and a flat rate of $6 per month. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 176 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Wastewater Collection & Treatment

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source

Environmental Enforcement Compensation $3,508 User Fees $3,363 S E 38 • Established by Regional policy and By law; spill and Laboratory Services Supplies/Svcs $1,185 Other Govs $0 response total 300 annually, industrial plans (composite samples 890 and grab 330 samples). Sampling and Analytical services for Allocation $495 Int Recovery 1,904 P, L, C 1,2,4 local municipalities and Region for Capital $79 Property Tax $0 • Management & enforcement of Sewer Use By Law. drinking water and wastewater. Spill Grants $0 Response and enforcement of Sewer Total $5,267 Total $5,267 • 45,000 samples, 147,000 water, 40,000 Use By Law. wastewater and 16,000 industrial reported parameters. • 11,000 parameters tested per FTE and $10/ service cost/ total test performed.

Wastewater Technical Services Compensation $2,036 User Fees $2,170 S I 17.9 • Update Wastewater and Biosolids Master Plan Prepares plans for growth and Supplies/Svcs $66 Other Govs $0 every 5 to 7 years, undertake Municipal Class Environmental Assessments based on Municipal renewal of system. Allocation $172 Int Recovery $109 M, P, L 1, 2 Engineering Guidelines. Capital $5 Property Tax $0 • Release annual Water and Wastewater Monitoring Grants $0 Report as per Region policy; confirms capacity Total $2,279 Total $2,279 available to support growth. • Nutrient Management Plans and monitoring. • Optimization studies, Grand River Water Quality Monitoring and Assimilative capacity studies. • Asset Management defines strategic reinvestment in infrastructure (Assets over $1.02 B).

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Department: CAO’s Office

1. Organizational Oversight 2. Corporate Strategic Planning 3. Internal Audit 4. Strategic Communications

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 178 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Organizational Oversight

Program Service Description Provide overall leadership and direction related to the Corporate administration and operation of the Corporation. Establish and monitor progress on organizational Department priorities. CAO’s Office Foster an organizational culture that consistently demonstrates the Region's values. Service Type Ensure the Region's services are delivered efficiently and effectively. Internal

Budget ($,000s)

Compensation $622 Supplies & $60 Rationale For Service Level Assessment & Service Type Services Performance Service type is internal. Corporate Leadership and Strategic Grants & Pmts $0 • The 2013 OMBI performance results indicate that Direction is an essential service for the successful operation of the Capital $3 the Region of Waterloo's operating costs for Region. governance and corporate management were Service level standards for organizational oversight are consistently Allocations $29 among the lowest of peer municipalities (see above). achieved. The following key accomplishments suggest the service Total Costs $714 level is at standard levels: User Fees $0 • Development and implementation of regular Corporate Strategic Plans. Other Gov $0 • Regular activities to support and reinforce organizational values Int Recoveries $103 (new employee orientation; management and leadership development, etc.). Property Taxes $611 • Regular review of and reporting on performance measures Total $714 (OMBI, MPMP, etc.). Revenues • Departmental priorities aligned with Corporate priorities through FTEs 3.5 Departmental Strategic Plans, Multi Department Initiative process, and Commissioner's performance development plans.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 179 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Corporate Strategic Planning

Program Service Description $100 Coordinates the development and implementation of a FIR Comparison Corporate $80 Corporate Strategic Plan for each term of Regional Corporate Management Council, which: Department $60 • provides a process for priority setting that ensures CAO’s Office effective and efficient governance. $40 • recognizes and responds to the needs of the community. Service Type $20 • provides direction, coordination and leadership on key Internal organization-wide strategic initiatives, which help achieve the priorities for the organization. $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Expenditure/Capita

Compensation $128 Supplies & $26 Services Performance Rationale For Service Level Assessment & Service Type Grants & Pmts $0 • Management and implementation of 8 corporate initiatives each year e.g., focuses on values, • Service level is at standard and is consistent with business Capital $1 Ambassador Program, annual extended case, which is supported by the CAO through performance management forum, and strategic focus sessions. Allocations $5 reviews and ongoing supervision. • Management of the Diversity and Inclusion • Service level is a management directive and industry best Total Costs $160 Strategy and implementation of 12 actions. practice; there is a mixture of internal facing and external User Fees $0 • Management and tracking of the strategic planning facing work completed. Service level is also based on the process – 84 actions corporate wide and 7 2014 Council report on the strategic planning process. Other Gov $0 department plans and 20 Multidepartment actions. • Development and implementation of the public and staff Int Recoveries $18 input process and communications of the Strategic Plan. Property Taxes $142 • Council approved the Diversity and Inclusion Initiative. • Evaluation and communication on the Diversity and Total $160 Revenues Inclusion initiative actions/progress.

FTEs 1.0

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Program Service Description $100 The Region’s Internal Audit Service brings a systematic, FIR Comparison Corporate disciplined approach to evaluate and improve the $80 Corporate Management effectiveness of risk management, control, and Department governance processes. $60 CAO’s Office Internal Audit Services determines whether the Region’s $40 network of risk management, control, and governance Service Type processes, as designed and represented by $20 management, is adequate and functioning in an Internal appropriate manner. $- Budget ($,000s) Waterloo York Peel Niagara Halton Durham Expenditure/Capita

Compensation $252 Supplies & $141 Services Performance Rationale For Service Level Assessment & Service Type • A survey of 7 medium to large Canadian Grants & Pmts $0 • Service level at standard due to achievement of the 2014 municipalities indicate an Internal Audit spend of Annual Internal Audit Plan. The only exceptions were the Capital $2 0.05% to 0.2% of the operating budget. The City of deferral of one review and one compliance audit in 2014, due Hamilton allocated 0.065% of the City Budget to Allocations $1 to the addition of the Service Review by Regional Council and Internal audit. The City of Toronto allocated 0.07% the Lean Methodology Pilot Project. Total Costs $396 of the City Budget to Internal Audit. (includes all audit related functions). • Internal Audit is an internal and traditional/management User Fees $0 directive service needed to successfully run and operate the • The Region of Waterloo allocated .029% of the Region. Other Gov $0 Region’s budget (operating and capital) to Internal Audit, which is significantly less than peer • Compliance audits are a traditional internal service not Int Recoveries $0 municipalities. required by legislation but performed to ensure adherence to internal controls and sound risk management. Property Taxes $396 • Value For Money Audits are an objective evaluation of the Total $396 efficiency and effectiveness of the service under review and Revenues an assessment as to the identification and management of risk. FTEs 2

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Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues Level & Type Notes ($000’s) Source Compliance Auditing Compensation $151 User Fees $0 S I 1.25 • Compliance audits determine if the RoW is Evaluation of adherence to external and Supplies/Svcs $6 Other Govs $0 following specific laws, regulations and the control internal authorities and enhance risk Allocation $0 In Recovery $0 M operations according to organizational policies or guidelines. management and internal controls. Capital $1 Property Tax $0158 Compliance Auditing includes Grants $0 • In 2014, Internal Audit conducted three compliance compliance audits, internal control audits: Petty Cash Review, Purchase Card Review Total $158 Total $158 consultations and other audit and Corporate Health and Safety's participation in engagements. the Ministry of Transportation's "Driver Certification Program.” • Internal Audit also conducted an internal control consultation/review of the Region's inventory and Fleet inventory processes. Value for Money Auditing Compensation $101 User Fees $0 S I .75 • Internal Audit conducts two reviews per year. In Evaluation of the quality of management Supplies/Svcs $135 Other Govs $0 2014, one review was conducted, due to Internal Audit being engaged by Regional Council to assist oversight of public funds and the Allocation $1 In Recovery $0 M achievement of stated objectives with the project management of the Service Capital $1 Property Tax $238 Review. Grants $0 • Transportation Operations Review was conducted Total $238 Total $238 in 2014. Many of the recommendations resulting from this review are focused on increasing efficiency, which is anticipated to result in time and money savings. • In 2014, Internal Audit was engaged in a pilot project to review three distinct processes using the Lean Methodology.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 182 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Strategic Communications

Program Service Description $100 FIR Comparison Corporate An internal / enabling service offering support to the $80 Corporate Management Corporation in terms of imparting information to the Department public and internally about the Region’s business $60 activities. CAO’s Office $40

Service Type $20 Internal $- Waterloo York Peel Niagara Halton Durham Budget ($,000s) Expenditure/Capita

Compensation $545 Performance Rationale For Service Level Assessment & Service Type

Supplies & $93 • PMG Intelligence annual Omnibus surveys show Communications is an internal service to support service delivery Services improvement in recognition of Regional services throughout the Region, although it does have an External interface. Grants & Pmts $0 (e.g. recognition improved in transit, public health, infrastructure, airport, roads, water and social Media Relations, Public, Crisis, and Internal Communications are Capital $5 services between 2010 and 2012 by 5%). essential to successfully operating the Region External Communications service level is at standard : • Corporate Communications have reduced Allocations $13 • Implemented recommendations contained in the 2010 newspaper advertising costs by 49% since 2008 by External Communications Review. Council briefed on Total Costs $656 purchasing less traditional media and focusing on progress in 2012. earned and social media, reducing radio and User Fees $0 • Annual Communications Master Plan to reinforce and protect televisions costs by 85% over the same period the Region’s brand, and improve awareness of Region Other Gov $0 • The Region’s social media presence has increased Internal Communications service level is At Standard: dramatically over the past three years; Redbrick • Internal communications activities implement actions set out Int Recoveries $2 Communications, ranked the Region number four in the Corporate Communications annual work plan across Ontario for most likes and followers on the • Actions determined by an employee survey to develop Property Taxes $654 Corporate Facebook and Twitter Accounts engaged employees Total $656 • The Region's Corporate websites (7) have seen an • Actions meet Strategic Plan objective to ‘retain, recruit, and Revenues increase in traffic since 2012 (i.e. 160,000 page develop skilled, motivated, and citizen-centred employees.' views in Dec. 2012 vs. 190,000 page views in Dec. • Service levels are at standard and consistent with municipal FTEs $4.5 2014). best-practices.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 183 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Strategic Communications

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source Internal Communications Compensation $182 User Fees $0 S I 1.5 • Internal communications responsibilities include the Provision and coordination of Supplies/Svcs $9 Other Govs $0 creation and management of channels and tools to internal communications that are communicate with 3500 employees. This includes Allocation $2 In Recovery $1 M related to overall corporate direction. governance, upgrading, improving, and maintaining an Capital $2 Property Tax $194 employee portal (intranet). A printed employee Grants $0 newsletter is circulated three times a year. A Total $195 Total $195 communications matrix has been developed as a resource for staff listing the best and most efficient way to communicate with all staff. • Corporate Communications develops standards and manages AODA communication requirements for the Region. We provide leadership and guidelines to other communicators on a wide array of topics, are responsible for hosting professional development meetings with all communicators, and distribute a monthly e-newsletter (The Loop). • We support leadership in communications via: Employee Town Halls, events, campaigns and collateral. • Responsible for Accessibility for Ontarians with Disability Act (AODA) Information and Communications Standards.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 184 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. Service Profile Strategic Communications

Sub-Services

Service Service FTEs Subservice Name & Description Costs ($000’s) Revenues ($000’s) Level & Type Notes Source External Communications Compensation $363 User Fees $0 S I / E 3.0 • External communications responsibilities include Provision and coordination of Supplies/Svcs $84 Other Govs $0 development and implementation of an overall external communications that are Corporate Communications Strategy to increase related to overall corporate direction Allocation $11 In Recovery $1 M awareness in Regional services that help inspire trust or are of a significant nature & Capital $3 Property Tax $460 and confidence. impact to the general public Grants $0 • We manage the Region's overall brand and image by Total $461 Total $461 ensuring clear and consistent representation at all touch points. • We publish & distribute a newsletter 3 times annually (Region News). We develop and manage media relations and media purchases. We are responsible for governance and maintenance of the Corporate website. • We maintain Corporate social media accounts (Twitter, Facebook & YouTube) and provide crisis communications. • We provide resources, support, advice, guidelines and policies to areas.

© 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International 185 Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL. The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation. © 2015 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. The KPMG name, logo and “cutting through complexity” are registered trademarks or trademarks of KPMG International.